Staff performance & rewards

Overview

Staff Performance turns day-to-day work into measurable KPIs, points, levels and rewards. KPIs are pulled from real activity (support handling, customer retention, reviews) and rolled up daily; points feed levels, badges and a leaderboard.

Step-by-step guide

1. Open Dashboard → Performance. Owners configure scoring rules in the settings panel (owner-only).
2. Review the leaderboard and each member's level, badges and KPI scores.
3. Award or adjust points manually where needed; the points ledger records every change.
4. Define rewards in the catalogue and approve redemptions when staff cash points in.
5. Let the nightly job recompute KPIs and the leaderboard automatically — no manual rollups needed.

Common mistakes

• Expecting KPIs to update instantly — most metrics roll up nightly.
• Changing scoring weights too often, which makes the leaderboard hard to trust.
• Forgetting that only the owner can change performance settings; managers can view and award.

Best practices

• Agree on what each KPI means with the team before turning on rewards.
• Keep the rewards catalogue small and meaningful.
• Use badges to recognise consistency, not just one-off spikes.