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External Metrics

External Metrics (Genesys Cloud Performance and Engagement)

Section Description
Feature Area Performance and Engagement
Admin Location Admin → Performance and Engagement → External Metrics Definitions
Primary Function Define externally sourced performance metrics so they can be loaded into an employee’s scorecard
Typical Use Cases Import CSAT, sales, revenue, quality indicators, or other third-party KPIs into performance management
Metric Units Mentioned in Training Number, Seconds, Percent, Currency
Transcript Focus Metric definition, unit selection, and rounding precision
Key Dependency Performance management / scorecards capability must be available in the organization. Genesys positions performance management as part of its WEM and agent performance tooling. :contentReference[oaicite:0]{index=0}

External Metrics Definitions let administrators define the metadata for non-Genesys performance measures so those values can be incorporated into an employee scorecard. In the transcript, the instructor specifically calls out importing third-party data such as CSAT scores or sales and configuring each metric’s unit and rounding precision. Genesys documents performance management as part of the platform’s agent performance toolset, alongside scorecards, feedback, and related engagement features. :contentReference[oaicite:1]{index=1}

Summary Table

Attribute Details
Feature Type Scorecard metric definition
Data Origin External / third-party systems
Business Purpose Enrich employee scorecards with business KPIs not generated natively by Genesys Cloud
Common Examples CSAT, sales, revenue, handle-time targets from external systems, business outcome metrics
Definition Inputs from Transcript Metric unit and rounding precision
Assignment / Data Load Method Not explicitly documented in Genesys UI documentation in the provided source set
Feature Family Performance Management / WEM :contentReference[oaicite:2]{index=2}

Study Notes

Topic Explanation
External Metric A KPI that originates outside native Genesys interaction analytics
Metric Definition The schema/metadata that tells Genesys how to interpret imported values
Scorecard Employee performance view where external metrics can appear
Metric Unit Defines how values are displayed and interpreted
Rounding Precision Controls display precision for the imported value
Business KPI Enrichment Allows scorecards to reflect broader business outcomes, not only contact center metrics

Genesys positions performance management as a capability that helps improve agent performance and engagement through scorecards, feedback, and related tooling. External Metrics extends that model by allowing business data from outside Genesys to be represented in scorecards. :contentReference[oaicite:3]{index=3}

Transcript Implementation Notes

Source: Transcript

The instructor describes External Metrics Definitions as a way to import third-party data into an employee’s scorecard.

Step Instruction
Step 1 Navigate to Performance and Engagement → External Metrics Definitions
Step 2 Create or define an external metric
Step 3 Choose the metric unit
Step 4 Configure rounding precision
Step 5 Use the definition so third-party KPI data can appear in an employee scorecard

Transcript-derived guidance:

Item Guidance
Recommended Use Use external metrics for KPIs like CSAT, sales, or other non-native performance measures
Metric Unit Selection Match the display type to the source data: number, seconds, percent, or currency
Precision Strategy Use rounding precision that preserves business meaning without cluttering scorecards
Character Limits Not explicitly documented in the transcript
Required Fields Metric unit is explicitly mentioned; other required fields are not explicitly documented in Genesys UI documentation

Navigation

Task Navigation Path
Open External Metrics Definitions Admin → Performance and Engagement → External Metrics Definitions
View existing definitions Admin → Performance and Engagement → External Metrics Definitions
Create metric definition Admin → Performance and Engagement → External Metrics Definitions → Create
Edit metric definition Admin → Performance and Engagement → External Metrics Definitions → Edit
Delete metric definition Admin → Performance and Engagement → External Metrics Definitions → Delete
Review scorecards Agent/Supervisor performance scorecard area; exact path not explicitly documented in Genesys UI documentation

Configuration Fields (UI Form Fields)

Main Page

UI Field Description Options
External Metric Definitions List Displays configured metric definitions Read-only
Metric Name Name of the external metric Read-only in list
Metric Unit Unit associated with the metric Number / Seconds / Percent / Currency
Rounding Precision Display precision for the metric Numeric precision value
Search Search existing metric definitions Text
Create Start a new external metric definition Button
Edit Modify selected metric definition Button
Delete Remove selected metric definition Button
Refresh Reload definitions list Button

Some list-view columns beyond Metric Name, Metric Unit, and Rounding Precision are not explicitly documented in Genesys UI documentation in the provided source set.

Create/Edit Form

UI Field Description Options
Metric Name Unique name for the external metric definition Text
Description Explains what the metric represents Text area
Metric Unit Defines how the value is interpreted and displayed Number / Seconds / Percent / Currency
Rounding Precision Number of decimal places or display precision Numeric field
Save Save the metric definition Button
Cancel Cancel changes Button

Additional create/edit fields such as source mapping keys, import identifiers, or visibility controls are not explicitly documented in Genesys UI documentation in the provided source set.

Character limits for Metric Name and Description are not explicitly documented in Genesys UI documentation.

Tabs, Toggles, Dropdowns, Action Buttons

Element Type Items
Dropdowns Metric Unit
Numeric Inputs Rounding Precision
Text Inputs Metric Name / Description
Buttons Create / Save / Cancel / Edit / Delete / Refresh
Tabs Not explicitly documented in Genesys UI documentation
Toggles Not explicitly documented in Genesys UI documentation

Dependencies

Component Purpose
Performance Management External metrics feed employee scorecards within performance tooling :contentReference[oaicite:4]{index=4}
Employee Scorecards Destination where defined external metrics are surfaced
Third-Party Data Source Provides the source KPI values
Identity / User Mapping Needed so imported values are tied to the correct employee
Data Load / Integration Process Needed to move metric values from external source into Genesys ecosystem; exact method not explicitly documented in Genesys UI documentation

Platform Integration / Related Components

Component Relationship
Scorecards External metrics are displayed as part of employee performance scorecards
Development and Feedback External metrics can help identify training needs
Gamification External metrics may complement gamification goals in broader performance strategies
Reports, Views, and Dashboards Used to analyze performance impact across teams and time
Workforce Engagement Management External metrics fit into the broader performance and engagement toolset that Genesys associates with WEM/performance management. :contentReference[oaicite:5]{index=5}

Integration Examples

Integration Description
CRM Integration Import closed sales or revenue by employee from Salesforce or another CRM
Survey Platform Integration Import CSAT or post-contact survey outcome from an external survey system
ERP / Billing Integration Import collections, revenue, or billing accuracy metrics
Data Warehouse Feed Load curated KPI values from enterprise BI or analytics platforms

Example integration workflow:

Third-Party System
        ↓
KPI Data Prepared Per Employee
        ↓
External Metric Definition Exists in Genesys
        ↓
Metric Values Loaded / Mapped
        ↓
Employee Scorecard Displays External KPI

Related Topics / Further Reading

Topic Description
Performance Management Parent feature area for scorecards and engagement tooling ([Genesys Cloud Resource Center][1])
Development and Feedback Use scorecard gaps to trigger targeted training assignments
Gamification Use performance metrics to motivate and reinforce goals
Reports, Views, and Dashboards Monitor performance trends using Genesys reporting capabilities ([Genesys Cloud Resource Center][1])
Workforce Engagement Management Broader suite containing performance-related features ([Genesys Cloud Resource Center][1])

Implementation Checklist

Task Status
Confirm performance management capability is available ☐
Identify external KPI source systems ☐
Define employee/user mapping strategy ☐
Create external metric definition ☐
Select correct metric unit ☐
Set rounding precision ☐
Validate scorecard display behavior ☐
Test import with pilot users ☐
Document data ownership and refresh cadence ☐

Implementation Guide

Step Action
Step 1 Identify the business KPI to import
Step 2 Confirm the KPI is tied to individual employees
Step 3 Navigate to Admin → Performance and Engagement → External Metrics Definitions
Step 4 Click Create
Step 5 Enter a Metric Name and optional Description
Step 6 Select the correct Metric Unit
Step 7 Set Rounding Precision
Step 8 Save the definition
Step 9 Validate that incoming data maps correctly to employee scorecards

How to Implement

Phase Description
KPI Design Decide which external KPI belongs in the scorecard
Definition Build Create the metric definition and choose display rules
Data Mapping Ensure values map to the correct employee identity
Validation Confirm value formatting and scorecard behavior
Rollout Expand from pilot to broader population
Governance Maintain owner, refresh frequency, and business definition
Data Type Recommended Unit
Count of events or items Number
Time-based KPI Seconds
Ratio or satisfaction rate Percent
Revenue / sales amount Currency

Workflow

Business KPI Identified
        ↓
External Metric Definition Created
        ↓
Metric Unit and Precision Configured
        ↓
Third-Party Data Mapped to Employees
        ↓
Values Displayed in Scorecard
        ↓
Supervisor Uses Metric for Coaching / Performance Review

Architecture Diagram

External Business System
       ↓
KPI Extraction / Transformation
       ↓
Employee Mapping
       ↓
Genesys External Metric Definition
       ↓
Performance Scorecard
       ↓
Supervisor Review / Coaching / Gamification

Real Flow Scenarios

Scenario 1 – CSAT from External Survey Tool

External survey tool calculates CSAT by agent
        ↓
Admin defines metric = Customer Satisfaction
        ↓
Metric unit = Percent
        ↓
Rounding precision configured
        ↓
CSAT appears in employee scorecard

Scenario 2 – Sales Revenue from CRM

CRM stores closed sales by employee
        ↓
Admin defines metric = Sales Revenue
        ↓
Metric unit = Currency
        ↓
Values imported and mapped by employee
        ↓
Supervisor compares sales KPI to coaching results

Usage Scenarios

Scenario Description
CX measurement Display CSAT or NPS-like results from an external survey platform
Sales enablement Bring revenue or conversion values into scorecards
Collections / recovery Measure payment recovery or settlement outcomes
Back-office QA Track externally measured accuracy or completion KPIs
Business outcome alignment Blend operational contact center performance with business KPIs

Implementation Examples

Example Configuration
CSAT Metric Unit = Percent / Precision = whole number or one decimal
Revenue Metric Unit = Currency / Precision = 2 decimals
Sales Count Unit = Number / Precision = 0 decimals
External Handle-Time Target Unit = Seconds / Precision based on reporting standard

Design Example

Metric Name: Billing_CSAT
Description: Customer satisfaction result from external survey system
Metric Unit: Percent
Rounding Precision: 1
Data Source: Survey platform
Scorecard Audience: Billing agents

Best Practices

Practice Reason
Define clear business ownership for each metric Prevents disputes over KPI meaning
Match the unit to the source data exactly Avoids misleading scorecard display
Keep rounding precision consistent across similar KPIs Improves readability and comparison
Pilot with a small user group first Validates mapping and formatting
Document employee mapping logic Prevents scorecard attribution errors
Use meaningful metric names Makes scorecards easier to interpret
Review refresh cadence with stakeholders Ensures expectations match data timeliness

Source: Operational Best Practice

Naming Convention

Resource Example
CSAT Metric CX_CSAT_Percent
Sales Metric Sales_Revenue_USD
Time Metric Service_Resolution_Seconds
Quality Metric BackOffice_Accuracy_Percent

Naming pattern:

<BusinessArea>_<MetricName>_<Unit>

Examples:

Support_CSAT_Percent
Sales_Revenue_Currency
Collections_Payments_Number

Security Considerations

Control Description
Role-Based Access Limit who can create and edit external metric definitions
Data Minimization Import only needed KPI values
Employee Mapping Controls Ensure values are attached to the correct user
Sensitive Financial Data Handling Treat currency and sales metrics as potentially confidential
Auditability Keep a record of metric purpose, owner, and source
Least Privilege Restrict integration accounts and administrative access

Limitations / Constraints

Constraint Description
Supported Units in Transcript Number / Seconds / Percent / Currency
Precision Setting Rounding precision is configurable per metric definition
Character Limits Not explicitly documented in Genesys UI documentation
Exact Import Method Not explicitly documented in Genesys UI documentation in the provided source set
Additional Advanced Fields Not explicitly documented in Genesys UI documentation in the provided source set
User Mapping Requirement External data must be attributable to the correct employee for scorecard usefulness
Scorecard Dependency External metrics are only useful if scorecards/performance tooling is enabled. Genesys positions performance management and scorecards as part of this feature family. ([Genesys Cloud Resource Center][1])

Troubleshooting

Issue Cause Resolution
Metric not visible in scorecard Definition exists but values not loaded or not mapped Validate data pipeline and employee mapping
Incorrect number format Wrong unit selected Update metric unit to match source data
Too many decimals displayed Rounding precision not aligned Adjust rounding precision
Wrong employee receives KPI Mapping logic incorrect Review source identifiers and identity matching
Stakeholders dispute KPI meaning Poor naming/definition Update description and ownership documentation
Data arrives late Upstream integration or refresh issue Review source cadence and integration process

Interview Cheat Sheet

Question Answer
What is External Metrics Definitions? A feature used to define third-party KPIs so they can appear in employee scorecards
What metric units are mentioned in the training? Number, Seconds, Percent, Currency
What is rounding precision used for? It controls how imported values are displayed
Give examples of external metrics CSAT, sales, revenue, or other business KPIs
Is an API or import method a UI field? No, integrations belong under platform integration, not UI fields
Why use external metrics? To enrich scorecards with business outcomes not generated natively by Genesys

Key Takeaways

Topic Summary
External Metrics Bring third-party KPI values into employee scorecards
Metric Unit Determines how the KPI is displayed and interpreted
Rounding Precision Controls scorecard value presentation
Business Value Connects contact center performance with external business outcomes
Documentation Caveat Some advanced UI and import details are not explicitly documented in the provided official UI source set

Screenshots

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