Workforce Engagement Management

Hello everyone,

I am implementing gamification for a client, but they want to create custom metrics.
I opened a support case to get this information, but I'd like to know if anyone here has set this up using custom metrics.

#Gamification

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Lilian Masselli
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Hi Lilian!

Yes, this is possible using External Metrics in Gamification.

First, you create the metric definition under Performance & Engagement > External Metric Definitions. Then, you add and configure it in the Gamification Profile, including the objective, performance zones, and points.

The main point is that Genesys Cloud does not calculate the value of a custom metric automatically. The client needs to send the results to Genesys through the External Metrics API. I recommend testing the upload first through API Explorer before developing the complete integration.

Just keep in mind that data can only be uploaded for the current day, future dates, or up to seven days in the past. Also, group averages are not currently supported for external metrics.

So, before starting, I would confirm where the client's data comes from, how the metric will be calculated, and how often the values need to be sent to Genesys.

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Leticia Roque Oliveira
Senior Full Stack Developer
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