Configure external metrics for performance scorecards

Prerequisites
  • Genesys Cloud 3 license or Genesys Cloud User 1 WEM Upgrade II or Genesys Cloud User 2 WEM Upgrade I.
  • External metrics data supplied with an API connection. For more information, see the Genesys Cloud Gamification API.
  • Performance Management Admin role.
    Note: The Performance Management Admin role is enabled for all new organizations. However, anyone with an existing org must add this new role by using the Authorization API to restore all default roles.
  • Permissions
    • Employee Performance > External Metric Definition > View
    • Employee Performance > External Metric Definition > Add
    • Employee Performance > External Metric Definition > Delete
    • Employee Performance > External Metric Definition > Edit

Performance management and Gamification is focused on defining performance goals and expectations, and then measuring against these goals to see how individuals and teams are performing. This feature allows you to import external metrics and make them an integral part of an employee’s performance scorecard. As a result, supervisors receive a single and complete view of agent performance on all key measures that your organization cares about. For more information, see Configure gamification profile metrics.

Note: External metrics data must be supplied by an API connection. The metric data uploaded via an API connection will be grouped and calculated by workday. For more information, see the Genesys Cloud Gamification API .

    Some examples of external metrics are:

    • CSAT (Customer satisfaction scores – often from 3rd parties)
    • Daily Sales 
    • First Contact Resolution Rate
    • Number of Leads Generated 
    • Number of visits booked 
    • Retention Rate
    • Refund Rate
    • Net Promoter Score

    Perform the following steps to measure employee performance using external metrics

    1. Configure external metric definition in Genesys Cloud. For more information, see the sections in the External metric definition configurations section below.
    2. Add and enable the external metric for gamification profiles. For more information, see Configure gamification profile metrics.
    3. Upload metric data using the Genesys Cloud External Metric API. For more information, see https://developer.genesys.cloud/api/rest/v2/gamification/.

    External metric definition configurations

    1. Click Admin.
    2. Under Performance & Engagement, click External Metric Definitions.
    3. Click New External Metric.

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    4. Configure the following:
      • Metric Name – The name of the type of external metric being defined.
      • Metric Unit – Select from either number, seconds, percent, or currency. The metric unit indicates the unit of measurement for the specific metric. For example, the metric unit for the Total Daily Sales metric can be currency, Avg. Hold Time can be seconds, and CSAT can be a number. The metric unit is used by gamification when setting up metric objectives and when displaying the metric data on the agent’s scorecard. 
      • Rounding Precision – Select how many digits to round to when the metric is displayed in the UI.
      • Default Objective Type – Indicates the default that will be used when a user tries to add the specific external metric to a gamification profile. For more information, see Configure gamification profile metrics
    5. Move the Disabled slider to the right to enable the metric. Metric enablement takes effect immediately. 
    6. Click Save Metric.

    Note: Once the external metric definition is created and enabled, it can be added to one or more gamification profiles. For more information, see Configure gamification profile metrics.

    1. Click Admin.
    2. Under Performance & Engagement, click External Metric Definitions.
    3. From the list provided, click the external metric definition you want to edit. 

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    4. Change one of more of the following:
      • Metric Name – The name of the type of external metric being defined.
      • Metric Unit – Select from either number, seconds, percent, or currency. The metric unit indicates the unit of measurement for the specific metric. For example, the metric unit for the Total Daily Sales metric can be currency, Avg. Hold Time can be seconds, and CSAT can be a number. The metric unit is used by gamification when setting up metric objectives and when displaying the metric data on the agent’s scorecard.    
      • Rounding Precision – Select how many digits to round to when the metric is displayed in the UI.
      • Default Objective Type – Indicates the default that will be used when a user tries to add the specific external metric to a gamification profile. For more information, see Configure gamification profile metrics
    5. Perform one of the following:
      • Move the Disabled slider to the right to enable the metric. Metric enablement takes effect immediately. 
      • Move the Enabled slider to the left to disable the metric. Metric disablement takes effect at the end of the current workday.
    6. Click Save Metric.

    Note:

    Once the external metric definition is created it includes the following information:

    • Data Refreshed – The last date (that is, timestamp) on which data was last uploaded for the external metric definition.
    • External Metric ID – A unique ID that is generated by the system when a new external metric definition is created. This ID appears in the UI and uniquely identifies each metric definition in the system. It helps match the associated data uploaded for the metric. 

    1. Click Admin.
    2. Under Performance & Engagement, click External Metric Definitions.
    3. From the list provided, click the Deleted icon in the Actions column associated with the external metric you want to delete.
    4. When asked if you are sure you want to delete this external metric, click Yes, Delete.

    Note: You cannot delete an external metric definition if it has been enabled and used with a gamification profile.