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LeaderBoard

Feature Requirement Document: Leaderboard Module

Purpose: Introduce a competitive, performance-driven leaderboard system across the Dispatch App, Responder App, and Admin App to track, compare, and motivate users based on structured performance metrics. Each app and user role will have tailored access levels and data visibility.

1. General Description

The leaderboard is a non-editable, dynamic performance reporting dashboard that updates in real-time or near-real-time. It reflects cumulative and periodic metrics, with role-specific access to increase accountability, track progress, and encourage higher performance.

Metrics Definition – Global Reference

Table 7
Metric
Description
App
User Type
Name & ID
Full name and unique system-assigned identifier of the user
Call Volume
Total number of incoming calls received by the dispatcher
Average Call Duration
Average duration of individual calls handled by the dispatcher
Cases Converted
Number of calls that resulted in active case creation
Conversion Efficiency
Percentage of received calls successfully converted into active cases
Average Dispatch Time
Average time from receiving a call to dispatching it to a responder
Idle Time
Average wait time between the end of one call and the start of the next
Satisfaction Rating
Aggregated score submitted by patients/callers after interaction
Cases Attended
Number of emergency cases responded to and completed
Average Response Time
Time taken from dispatch acceptance to arrival on scene
Enroute Accuracy
Accuracy of movement and location updates while en route to scene
Scene Accuracy
Completeness and precision of field reports submitted after scene interaction
Consumables Used
Quantity and types of medical consumables used per case
Feedback Score
Rating based on internal or external feedback after responding to a case
Rank
Position on the leaderboard relative to peers
Last Active
Timestamp of last activity logged by the system for that user
There are no rows in this table
⁠

Dispatch App – Leaderboard Structure

Access Point:

Available via main navigation menu under Performance
Live module on the Dispatch App for authorized dispatch users

Navigation Layout Overview

Main Menu
└── Performance
└── Leaderboard
├── My Performance (Team Member View)
└── Team Insights (Supervisor View)
Table 8
Column 1
Column 2
Field
Description
Use Case Name
Dispatcher Leaderboard
Summary of the Use Case
Enables dispatchers to view and track their performance metrics, compare progress with peers, and for supervisors to monitor team efficiency and trends.
Goal
To improve motivation, transparency, and performance tracking among dispatchers while giving supervisors insight into team dynamics and individual contributions.
Feature Category
Leaderboard
Primary Users
Dispatchers, Dispatch Supervisors
User Access Levels
Dispatcher (can view personal stats and limited peer data) Supervisor (can view team-wide data and individual profiles)
Entry Point
Main Menu → Performance → Leaderboard
Dependencies
Call logs, case records, satisfaction feedback, dispatch time tracking

Basic Flow

1. Entry Point: Accessing the Leaderboard

User Action: Dispatcher selects Performance > Leaderboard from the navigation menu.
System Response: System verifies the user’s role and loads the corresponding view (Team Member or Supervisor).
Requirement: Role-based access control determines visibility and access scope.

2. Dashboard Loads (Team Member View)

User Sees:
Personal leaderboard rank
Profile metrics including:
Total Calls Received
Average Call Duration
Cases Converted
Conversion Efficiency (% of calls converted)
Average Dispatch Time
Idle Time
Satisfaction Rating
Last Active timestamp
Leaderboard snippet: Ranks of three peers above and below (with anonymized identities)
Requirement: Real-time sync with metrics; data presented in a simple, read-only format.

3. Dashboard Loads (Supervisor View)

User Sees:
Summary Metrics for the team:
Total Calls
Average Dispatch Time
Conversion Rate
Satisfaction Average
Full Leaderboard:
All team members listed
Sort and filter by conversion rate, call volume, time range, or zone
Time filters: Today, This Week, This Month
Search and filter by name, shift, or zone
Performance trend charts
Requirement: Aggregated data for team-level analysis and performance monitoring.

4. Interaction – Filtering & Comparison

User Action: Applies filters (e.g., date range, zone, shift) or switches sorting metric (e.g., satisfaction vs. efficiency)
System Response: Refreshes the leaderboard and charts to reflect updated filters
Requirement: Dynamic filters and real-time data update across UI.

5. Individual Profile View (Supervisor Only)

User Action: Supervisor clicks on a team member’s name
System Shows:
Full profile metrics over time
Daily, weekly, and monthly breakdowns
Performance trend line
Summary of attended cases (without patient identifiers)
Requirement: Drill-down analytics limited to supervisors for coaching and tracking.

6. System Logic & Background Processing

System Processes:
Syncs data with backend dispatch records, call logs, and feedback submissions
Calculates ranks and scores periodically (every 10 minutes or real-time)
Applies data masking and encryption for sensitive info
Ensures role-based visibility enforcement at every interaction point
Requirement: Backend processing must be efficient, secure, and scalable.

Team Member View “My Performance”

This view is scoped to the individual dispatcher and displays only metrics relevant to the user and limited ranking data about teammates.

Sections:

Header
Name & ID
Rank (e.g., 4th out of 10 dispatchers)
Current Shift Status (optional)
My Metrics Overview
Call Volume: Total calls handled
Average Call Duration: Average time spent on calls
Cases Converted: Number of cases converted from calls
Conversion Efficiency: Percentage of calls converted to cases
Average Dispatch Time: Average time taken to dispatch responders
Idle Time: Average downtime between calls
Satisfaction Rating: Average patient/caller rating
Last Active: Timestamp of last call handled
Rank: Current position among peers
Comparison Snippet
View up to 3 dispatchers above and below in the leaderboard
Display includes Rank, Name (masked), Key metrics (e.g., cases converted)

Team Supervisor View – “Team Insights”

This view is scoped to dispatch supervisors and provides team-wide performance visibility, with deeper access to each dispatcher’s metrics and trends.

Sections:

Team Summary
Average performance across all dispatchers
Total calls handled (team)
Total cases converted (team)
Overall Satisfaction Score
Conversion Rate (team-wide)
Dispatch Efficiency
Individual Dispatcher Row Includes: Name, ID, Rank, Call Volume, Average Call Duration, Number of Cases Converted, Average Dispatch Time, Idle Time, Conversion Efficiency (%), Satisfaction Score, and Last Active Timestamp.
Each row links to a full individual performance profile (read-only)
Filters & Sort Options
Filter by: Rank, Name, Date Range, Shift Block, Zone (if multi-location)
Trends & Graphs
Weekly/Monthly trends for:
Call conversion rate
Avg. call handling time
Satisfaction scores
Identify top and bottom performers
Highlight improvements or declines

Other Technical Requirements

1. Functional Requirements (FR)

FR-01 Role-based View Rendering – Dispatchers see anonymized peer metrics; supervisors see full team data.
FR-02 Metrics Aggregation – Show calls received, avg. call time, cases converted, efficiency, idle time, etc.
FR-03 Time-Range Filtering – Users can filter by day, week, or month.
FR-04 Real-Time Updates – Data refreshes every 5–10 minutes.
FR-05 Sort & Search – Supervisors can sort metrics and search users.
FR-06 View Details – Supervisors can drill into user history and performance.
FR-07 Access Control – Server must enforce access rules.
FR-08 Data Source Integration – Pull metrics from calls, cases, feedback, and users DB.
FR-09 Read-Only Interface – No editing allowed.
FR-10 UI Error Handling – Fallback and error messages for data issues.

2. Non-Functional Requirements (NFR)

NFR-01 Performance – Page loads <5s, render under 500ms post-fetch.
NFR-02 Scalability – Handle 10k+ concurrent users.
NFR-03 Availability – Uptime target is 99.9%.
NFR-04 Security – Use TLS 1.2+, no sensitive data on frontend.
NFR-05 Logging – Full error, usage, and access logs.
NFR-06 Tablet Support – Tablet optimized UI.
NFR-07 Localization Ready – Prepared for translation.

3. Data Requirements

DR-01 Metrics Source – Pull from Calls, Cases, Feedback, Users tables.
DR-02 Sync Frequency – Every 5 minutes.
DR-03 Normalization – Standardize time units before calculation.
DR-04 Anonymization – Mask peer names unless supervisor or self-view.

4. API Requirements

API-01 GET /leaderboard – Retrieve metrics with filters and role checks.
API-02 GET /leaderboard/user/{id} – Supervisor-only full view.
API-03 Auth Middleware – Role-based access control.
API-04 Caching Layer – Use Redis or equivalent.

5. UI/UX Considerations

UX-01 Ranking View – Table with highlights for top 3.
UX-02 Supervisor Tabs – Filter by shift or date range.
UX-03 Sortable Columns – Clickable headers for sorting.
UX-04 Status Indicators – Use colors or tags like "Active", "Idle".
Alternative Flow
If the dispatcher is not authenticated, they are redirected to the login screen.
If the user does not have the correct role (dispatcher or supervisor), they receive an unauthorized access error.
If the metrics API fails to return data, a fallback view with an error message and retry option is displayed.
If no data is available for the selected time range, a “No data available” message is shown.
If the user’s session expires mid-session, they are logged out and prompted to sign in again.
Preconditions
The user is logged into the Dispatch App with a valid token.
The user is identified either as a Dispatcher or a Supervisor.
The system has access to the backend metrics engine and required database tables (Calls, Dispatch Logs, Users, Feedback).
At least one call has been handled by the dispatch team.
User role permissions are configured correctly in the access control system.
Postconditions
The user is able to see leaderboard data relevant to their role and permissions.
The data displayed reflects the correct filters and sorting parameters.
Supervisors are able to drill into individual team member details.
All data interactions are logged for auditing.
Acceptance Criteria for the Home Screen Flow
Dispatchers can see a leaderboard with anonymized peer metrics and their own identified row.
Supervisors can see the full list of their team with identifiable names and full metrics.
Leaderboard updates every 5–10 minutes.
Users can apply time filters (daily, weekly, monthly).
Sorting and searching works for supervisor view.
Error handling fallback works when no data is found or API fails.
Business Rules for the Home Screen Flow
Dispatchers can only view anonymized peer data and their own full metrics.
Supervisors can view all their direct report dispatchers with full visibility.
Metrics should always be filtered by default to “This Week” on first load.
Users must not be able to export or download leaderboard data (security policy).
Metrics should be pulled from confirmed case records and validated call logs.
A user’s own ranking and metrics must always be visible regardless of their overall rank.
Each entry in the leaderboard must include Name/ID, Cases Converted, Calls Received, Call Duration, Conversion Efficiency, Avg Dispatch Time, Idle Time, Satisfaction Rating, and Last Active.
Metrics must be rounded appropriately (e.g., time in minutes, efficiency in % with two decimals).
Only real-time, non-manually edited data must be used for leaderboard ranking.
System must store and archive leaderboard data daily for historical trend access later.
There are no rows in this table
⁠

Responder App – Leaderboard Structure

A Access Point – Responder App (Revised)

Tap Profile Icon (Top-right corner)
Always visible on the main app interface
Opens the User Profile Drawer or Profile Screen
Inside the Profile Section, display a clean list or grouped tiles:
My Profile
Settings
Help & Support
Performance (new section)

Flow Overview

Profile Icon (top-right)
└── Profile Screen
├── My Profile
├── Settings
├── Help & Support
└── Performance
├── My Performance (Team Member View)
└── Team Insights (Supervisor View)
Field
Description
Use Case Name
Leaderboard – Performance Tracking & Gamification
Summary of the Use Case
This feature allows Responders and Team Leads to track performance, recognize top contributors, and view rankings and trends using a gamified interface. It personalizes insights for individual responders and enables supervisors to manage team performance effectively.
Goal
For Responders: Motivate performance, track progress, and earn recognition.
For Supervisors: Monitor team efficiency, identify top/bottom performers, and manage workforce productivity.
Feature Category
Mobile Application → Performance Management
Gamification Layer
Real-Time Data Dashboard
Primary Users
Responders (Team Members)
CBFRs (Team Members)
Supervisors / Team Leads
User Access Levels
Responder & CBFRs
View own data + Top 5 peers (anonymized)
Supervisor
View full team data + trends
Entry Point
Dashboard Widget (“Performance Overview”) on home screen
Or via “Leaderboard” tab in the main bottom navigation bar
Dependencies
Active user authentication and token
Real-time metrics service (response times, resolutions, satisfaction)
Case database and call activity logs
Badge & milestone engine
Basic Flow
Step 1: User logs into Responder App
Step 2: Home screen loads with basic performance snippet
Step 3: User taps on “Performance” or “Leaderboard”
Step 4: Based on role, either:
Responder sees “My Performance”
Supervisor sees “Team Insights”
Step 5: Data loads from metrics engine and displays in gamified layout
Step 6: User explores rankings, trends, and badge progress
Team Member View “My Performance”
Personal stats chart (Response Time, Cases, Score)
Weekly/Monthly toggle
Rank in area
Top 5 peers (anonymized)
Earned badges + progress to next badge
Alerts on milestone completion
Team Supervisor View – “Team Insights”
Full list of team responders with key stats
Sort/filter by performance, role, time
Drill-down into member performance
Badge achievements per team member
Performance trendlines across weeks
Export/share team reports
Other Technical Requirements
Real-time sync or 5-minute data refresh window
Offline fallback with last known metrics
Secure masking of names (Responders view)
Data caching for smoother transitions
Token refresh handling for long sessions
Alternative Flow
AF-01
If the user is not authenticated, redirect to login
AF-02
If user role is undefined or incorrect, show restricted access
AF-03
If metrics API fails, fallback view with retry option
AF-04
If no data exists for date range, show “No Data Available” message
AF-05
If session expires mid-view, auto logout with prompt
Preconditions
PC-01
User is logged in with valid token
PC-02
User has role: Responder or Supervisor
PC-03
Metrics engine is reachable
PC-04
At least one case assigned or completed by team
PC-05
Access control properly enforced
Postconditions
User sees leaderboard data based on role
Personal or team metrics are displayed correctly
Gamification data (badges, milestones) updates
Usage logs are recorded for performance analytics
Acceptance Criteria for the Home Screen Flow
AC-01: The home screen should display a basic metrics widget that includes the user's case count, rank, and a performance trend preview.
AC-02: Responders should be able to see their full performance data along with anonymized peer comparisons.
AC-03: Supervisors should be able to view a sortable table showing an overview of all team member metrics.
AC-04: Any new badges earned by users should be updated and displayed with visual feedback such as animations.
AC-05: When supervisors tap on a responder's profile, a detailed view or modal should load with additional insights.
AC-06: In the event that data is not available, a fallback screen should show a “No Data” or “Retry” message along with an explanation.
Business Rules for the Home Screen Flow
BR-01: Responders are restricted to viewing only their full performance metrics, while peer data must be anonymized.
BR-02: Supervisors have access to identifiable performance data for all team members under their supervision.
BR-03: All leaderboard and performance rankings should default to “This Week” upon initial load.
BR-04: All data used for performance metrics must be pulled directly from real-time case logs and dispatch records.
BR-05: Manual edits to performance data are strictly prohibited.
BR-06: Badge assignment must be driven by a deterministic, rule-based system backed by verifiable activity data.
BR-07: The system must refresh all performance metrics at intervals no longer than every 5 minutes.
BR-08: The Top 5 leaderboard section should reflect only the responders in the user’s local unit or operational area.
BR-09: A user’s personal performance data must always be visible to them, even if they do not rank in the top group.
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