GamificationManager ApplicationPlaybooksUser Guide

Manage Leaderboards

By June 3, 2019 February 11th, 2020 No Comments

Manage Leaderboards

How do I create, edit, and display Leaderboards?

Competition drives results. Playbooks Leaderboards motivate your team by igniting competition among agents and showcasing top performers. Measure the most important metrics, increase urgency with PowerHour Leaderboards, and create your own custom key performance indicators.

This article explains how to create and manage Leaderboards and custom key performance indicators.

Creating a Leaderboard

Playbooks has made it easy for managers and administrators to create custom displays that motivate agents to perform at their highest level.

To Create a Leaderboard

  1. Open the Playbooks Manager Application
  2. Click the Leaderboards tab
  3. Click the green plus button
  4. Name your Leaderboard
  5. Set the time zone for your Leaderboard
  6. Click SAVE

Deleting a Leaderboard

Stay organized by deleting old or unused Leaderboards.

To Delete a Leaderboard

  1. Open the Playbooks Manager Application
  2. Click the Leaderboards tab
  3. Click the vertical ellipsis to the right of the target Leaderboard name
  4. Click Delete
  5. Click CONTINUE
Tip: You can edit a Leaderboard’s name by following steps 1-3 above and then clicking Edit Name instead of Delete.

Adding a Page

Customize each Leaderboard by displaying the stats that are important to you and your team. With each page, you can select the specific key performance metric that you want to measure for a time frame that makes sense for your sales cadence. For example, you can add a page that focuses on the number of calls agents have made in one day, week, month, or quarter.

To Add a Page

  1. Open the Playbooks Manager Application
  2. Click the Leaderboards tab
  3. Click the target Leaderboard name
  4. Click the green plus button
  5. Name your new page
  6. Select a KPI from the drop-down
  7. Select a Team from the drop-down
  8. Select an Interval from the drop-down
  9. Click SAVE
Note: Each Leaderboard can only support a maximum of 6 pages. You can get around this by opening multiple Leaderboards in different internet browser tabs and use a service, like Revolver, to rotate through tabs periodically.
Tip: One of the default KPI’s you can select is Overall Points. This will give you a summary of the total points accumulated for each agent on the team.

Editing a Page

You can repurpose or reorder existing pages by editing them.

To Edit a Page

  1. Open the Playbooks Manager Application
  2. Click the Leaderboards tab
  3. Click the target Leaderboard name
  4. Click the vertical ellipsis to the right of the target page name
  5. Click Edit Page
  6. Optionally change the page name
  7. Optionally change the KPI
  8. Optionally change the Team
  9. Optionally change the Interval
  10. Click SAVE

Deleting a Page

When a page no longer applies, remove it from the rotation.

To Delete a Page

  1. Open the Playbooks Manager Application
  2. Click the Leaderboards tab
  3. Click the target Leaderboard name
  4. Click the vertical ellipsis to the right of the target page name
  5. Click Delete
  6. Click CONTINUE

PowerHour Leaderboards

Managers can create public TV Leaderboards that run competitions between reps. For example, a manager can create a PowerHour Leaderboard that runs from 8 AM to 10 AM today focused on appointments set. When the time hits 10 AM, confetti cannons shoot off in the Leaderboards and the leader is declared. Administrators who have access to create and edit Leaderboards can easily configure PowerHour Leaderboard pages.

To encourage reps to keep making calls, if a rep is on a call when the PowerHour ends they will get credit for the call as long as the call ends within an hour of the PowerHour ending. This will update the PowerHour end metrics.

Creating a PowerHour Leaderboard

To Create a PowerHour Leaderboard

  1. Open the Playbooks Manager Application
  2. Click the Leaderboards tab
  3. Edit or create a Leaderboard
  4. Create a new page within the Leaderboard
  5. Set the name, KPI, and team that will show on the Leaderboard
  6. Select PowerHour in the interval
  7. Set the start and end date/time
  8. Click SAVE
Note: To keep track of PowerHour Leaderboards, their page freezes when time is up. An old PowerHour page will need to be deleted by a manager or administrator manually.

Custom Key Performance Indicators

If you are using Salesforce as your CRM, you will be able to create custom key performance metrics for Leaderboards. Instead of tracking standard activities like completing phone calls and sending emails, you can track custom metrics such as appointments set or demos completed.

To Create a Custom KPI

  1. Open the Playbooks Manager Application
  2. Click the Settings tab
  3. Click Performance Indicators
  4. Click the green plus button
  5. Name your KPI
  6. Input a positive integer value for Points Awarded
  7. Click SAVE & GET URL
Note: To activate your new custom KPI, you must also complete the steps in the following 2 sections: Salesforce Workflow Setup and Workflow Action Setup.
Tip: You can delete any custom Performance Indicators by selecting the checkbox on the left-hand side of the Name and clicking ACTIONS > Delete on the top right-hand side of the list. You can also accomplish this by clicking the Name of your target custom KPI and clicking the Trashcan button on the top right-hand side of the page.

Performing this action will also delete any Leaderboards where your custom KPI is being used.

Salesforce Workflow Setup

To Set Up a Salesforce Workflow

  1. Open the Salesforce Setup menu
  2. Search for Workflow Rules
  3. Click the New Rule button
  4. Select the object that will trigger a KPI event
    Most often it will be a Task, Lead, or Contact
  5. Name your Rule and give it a description
  6. Choose an Evaluation Criteria that fits best for your situation
    Most situations will call for “created, and any time it’s edited to subsequently meet criteria
  7. Add Rule Criteria, the field values that will trigger a workflow
  8. Click Save & Next

Workflow Action Setup

To Set Up a Salesforce Workflow Action

  1. Click the Add Workflow Action button
  2. Click New Outbound Message
  3. Fill out the Name and Description fields
    Should be similar to the workflow name
  4. Verify that you have the link from the Playbooks Manager Application custom KPI setup
    It was copied to your clipboard when you clicked SAVE & GET URL, but you may need to copy it again
  5. Paste the URL from step 4 into the Endpoint URL field
  6. Select your Integration / Access User for the User to send as field
  7. Move Id and LastModifiedById into the Selected Fields column
  8. Click Save

Frequently Asked Questions

Q: Can I use fields that have values, like currency, as an aggregated metric?
A: Playbooks Leaderboards can only report the count of a KPI, so it will not compute summations or percentages, like “This Month’s Total Contract Value”.

Q: What Task object fields can I send from Salesforce to Playbooks?
A: Playbooks only supports the LastModifiedById for Salesforce Task objects.

Q: How can I test my Salesforce workflow rule to make sure that its working?
A: You can added an email action and send an email to yourself to confirm whether or not the workflow is working.

Q: Will a Leaderboard or Page count points that I earned before the Leaderboard was created?
A: Leaderboard points are not retroactive. If a Leaderboard or Page is deleted, agents do retain points that were earned prior to deletion.

Q: If I send an email with Track & Sync outside of Playbooks, will I still be rewarded points?
A: No. You must complete an action within Playbooks to earn points for that action.

Q: Can I repurpose old Leaderboards and use them for PowerHour Pages?
A: It depends. If a Leaderboard was created prior to June 7, 2019, the option for a PowerHour interval will not be available. Create a new Leaderboard to enable the PowerHour interval.

Related Article: Playbooks Rankings

You must have access to the Playbooks Manager Application in order to launch Leaderboards, but every agents can click on this article and learn how to check their Playbooks Ranking.

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