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Badges

Badges are awards your colleagues earn for great work. You can award them by hand for a specific moment, or set up rules that award them automatically as feedback arrives. Everything is managed on the Badges tab of the Coaching page.

Defining a badge​

Before a badge can be awarded, it has to exist.

  1. Open the Coaching page and go to the Badges tab.
  2. In Badge definitions, fill in:
    • Icon — an emoji (e.g. 🏆) or an image URL.
    • Badge name — e.g. "Customer Hero".
    • Activate on (optional) — a future date to schedule the badge to switch on automatically.
  3. Click Define.

To get going quickly, click Add standard badges to load a ready-made set. To remove a badge, click the ✕ on its chip. A badge with a future activation date is marked scheduled until that date arrives.

Awarding a badge by hand​

  1. In the Award a badge card, choose an Agent and a Badge.
  2. Optionally add a Reason (e.g. "Great save on a detractor") — this appears on the Share wall.
  3. Click Award.

The award appears immediately on the Share wall, crediting the recipient, the reason, and you as the awarder.

Auto-award rules​

Auto-award rules give an agent a badge automatically when their attributed responses meet a condition — so recognition happens without anyone having to remember.

Adding a rule​

  1. In Auto-award rules, choose the Badge to award.
  2. Choose When it should fire:
    • A response scores… — based on a metric value.
    • Response count reaches… — based on how many responses an agent collects.
  3. Optionally scope it to a single Survey (or leave as All surveys).
  4. For a scoring rule, set the Metric (NPS, CSAT, CES, Rating), the Comparator (≥ or ≤), and the Threshold (e.g. NPS ≥ 9).
  5. Set Award after — how many qualifying responses are needed (1 awards the first time it happens).
  6. Click Add rule.

Combining two conditions​

For a scoring rule you can tick Second condition to combine two metrics. Choose whether they join with AND (both must be true) or OR (either is enough), then set the second metric, comparator, and threshold. For example: NPS ≥ 9 OR CSAT ≥ 4.

Managing rules​

Each rule shows an on/off status and a plain-English summary of what it does.

  • Enable / Disable a single rule with the button beside it.
  • Use Enable all / Disable all to switch every rule at once.
  • Remove deletes a rule.
tip

Start with a generous Award after of 1 so people feel early wins, then add higher-count "milestone" badges (for example, 50 responses) to reward sustained performance.

Notifications and the award feed​

When badges are awarded, the Share wall shows a banner counting how many are new since your last visit. Viewing the wall marks them as seen, so the count resets next time. This keeps recognition timely and visible without anyone having to go looking for it.

Earning badges (from a colleague's view)​

A colleague sees the badges they have earned, and their progress towards the rest, on the My badges tab. Earned badges are highlighted; in-progress badges show a progress bar such as 2 / 5. See Coaching overview.

Exporting awards​

From the Share wall, click Export CSV to download the recent awards — useful for reporting on recognition or sharing highlights.