Last updated: 2020-11-15

Source: https://support.freshservice.com/support/solutions/articles/50000000545-how-are-the-points-calculated-for-the-leaderboard-

Every ticket that an agent handles/resolves can help him/her gain points. The number of points to be awarded to agents can be set by the Admin under Admin > Service Desk Productivity > Arcade > Arcade Settings.

The agent will receive 4 trophies based on different criteria.

  • Most Valuable Player - Agent with maximum Overall points this month
  • Customer Wow Champion - Agent with maximum Customer Satisfaction points this month
  • Sharpshooter - Agent with maximum First Call Resolution points this month
  • Speed Racer - Agent with maximum Fast Resolution points this month

    • For more information, visit the article below:

    https://support.freshservice.com/support/solutions/articles/183566-improving-it-performance-using-freshservice-arcade