What are Achievement Criteria?

Achievement Criteria are used in the creation of regular achievements. These are the criteria you wish to track for achievements to be obtained. These are events which occur in the system, such as changing the customer status or wrapping up an account.

Achievement Criteria can combine multiple events happening in the system simultaneously to create highly tailored criteria which match your business environment.

These criteria begin tracking once they have been created. They do not count retroactively, so if a user has logged in 200 times prior to the criterion being created, the counter for this user will begin at zero when the criterion is created.

Events are things which occur within the system. The different types of event are:

Creating a new account

Creating a new contact

Logging in to the system

Wrapping up an account (can be with a specific response)

Changing a field value (all account, account additional, contact, contact additional, project and project additional fields can be tracked)

As mentioned above, Criteria can have more than one requirement, so can be based upon more than one event occurring simultaneously.

For example: An achievement tracking appointments could look at 2 requirements:

A wrapup with a response of 'Appointment'.

The 'Appointment Date/Time' field being changed.

This ensures that only wrapups where a new appointment has been booked and the time has been set will be counted by the criterion.

Achievement Criteria are seen when a user views an individual achievement:

On an achievement with multiple criteria, these are listed and tracked separately:

Each Achievement Criterion is set up separately.

Understanding Achievement Criteria

Achievement Criteria do not signify the number of times an event occurs. For example:

I want to create an achievement which is awarded to a user once they have wrapped up three times.

I create a criterion which tracks when an account has been wrapped up.

Then in the achievement itself, I state the criterion has to have been met 3 times.

This allows me to use the same criterion in multiple achievements tracking the same action.

If I want achievements for wrapping up 1, 3, 10, 100, 1000 and 5000 times, I use the same achievement criterion in all of these achievements of 'Perform an Account Wrapup'.

I would change the number of times this has to occur within the specific achievements.

Setting up Achievement Criteria

To create, edit or delete your Achievement Criteria go to Menu > Setup > Gamification > Achievement Criteria.

The screen will look similar to the following:

This page shows you the name/description of your criteria, the number of achievements using each criterion and whether the criterion is enabled or disabled.

You can use the search in the top right-hand corner to search based on the description, or the number of achievements using the criteria. For example, you can search for all criteria which are not currently being used by an achievement by typing '0' into this field.

Creating or Editing Achievement Criteria

You can create a new criteria by choosing the 'New Criteria' option. Alternatively, you can edit an existing criterion by clicking on the cogwheel under 'Actions'.

The following pop-up appears:

Each criteria is split into two parts, the criteria settings and the requirement settings.

Criteria Settings:

Description: This should be a brief description of what the criterion is going to track, such as: 'Wrapup an account using the response of "Appointment"' or 'Create an Account'.

Database Area: This is the area in which the criterion will be tracked in. You can choose for the criterion to be tracked in all areas. For some events which are not area specific, such as 'Log in to the system', '-- All --' must be selected.

Enabled: This controls whether the criterion is being tracked. If you disable a criterion, the tracked information will be saved, but will not be updated again until the criterion is re-enabled. If a criterion is disabled then any achievements which use that criterion will not be attainable until the criterion is re-enabled.

Requirement Settings:

You can add additional requirements to the criterion using the blue + and you can remove requirements by using the dustbin icon.

Type Category: Selecting a category will show the relevant types in the dropdown below.

Type: Requirement types relate to specific actions and fields in the system. Some types can not be used in partnership with other types.

The possible reasons for not being able to select a type are:

The type is not area specific and the criterion is area specific (or vice versa).

The type is being used in another requirement.

The type is not compatible with another chosen type. For example: it is impossible to log in and wrapup an account simultaneously.

The Operator and Value fields will not always show. These only show for the requirement types where they make sense to do so.

Logging in to the system does not require an operator or value, however wrapping up with a specific response requires you to choose the correct response.

Operator: This defines the operator which will be used in conjunction with the value.

Value: This is the value the field is being matched to in conjunction with the operator. The Value field is CASE SENSITIVE.

Field Assistant

When setting up the fields you wish to track in your criterion, you may need to refer to the field list to find either the correct field number of an additional field, or the correct values for Customer Statuses, Owners, Responses or Sales People.

You can click on the Field Assistant link to be taken to a new tab which looks like the following:

The Field Assistant allows you to find the field names of all of your additional fields, as well as any values for the Customer Statuses, Owners, Responses and Sales People fields.

You can change the Database Area at the top, so that you can see the results in each of your areas. This means you can create all Achievement Criteria from within one area.

Deleting Achievement Criteria

Before you can delete an Achievement Criterion, you have to make sure there are no achievements which use this criterion.

If the 'Achievements using this Criteria' column does not show '0' then you must edit or delete these achievements.

You can see a list of achievements which use the criterion by clicking on the blue underlined number or the blue achievement cup.

You can reorder the Achievements by clicking on the relevant column header.

You can then go straight to the achievement list by clicking on the 'Filter to these achievements on Setup Achievements' link.

For instructions on how to manage these achievements, click here.

To delete the criterion once it is no longer used, you can click on the dustbin icon. You will receive a confirmation browser pop-up window. Click 'Ok' to delete the criterion.