Genesys Cloud - Main

 View Only
Back to Library

Custom calculations in performance views 

10-14-2025 03:27

In this video @Yu Tan talks about the new functionality whereby you are now able to create custom calculations in performance views

Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant view to calculate business-specific metrics. Users with the required permissions can share these custom formulas and column headers with other users and teams to provide a tailored reporting experience. Administrators and supervisors can also manage custom calculations in use within the organisation through a dedicated interface. This feature helps organisations track metrics that better reflect their unique business needs, beyond the standard calculations provided by default. 

Release Notes: https://help.mypurecloud.com/releasenote/september-15-2025

#TAMStudios #Reporting/Analytics #FeatureReview

 Please post any questions or comments below, or email us at TAMStudios@Genesys.com  


#CommunityVideos(TAM,QA,etc.)

Statistics
0 Favorited
37 Views
0 Files
0 Shares
0 Downloads

Comments

MAHESH KASAR
5 days ago

I want to create custom formula which will exclude short abandon calls in SLA calculation. We have org level settings which include short abandon in SLA calculation and we don't want to change that settings.

Short Abandon is set as 10 Seconds at Org Level that also we don't want to change.

SLA should calculate based on SLA set at queue level as well as Abandon calls which will get exclude from short abandon and short abandon less than 30 seconds.

Yu Tan
01-01-2026 20:15

Hi Julie,

Happy new year to you.

  1. I hope I understand your question, basically this enhancement allow users to create custom column using existing available column, there is no change on the time format of those column.
  2. This should not happened and it sounds like a bug, can you please lodge a case with Care, provide me the case number, I will followup with our internal team ?

Julie Kleedorfer
10-15-2025 12:20

What time format is the column in?? Is there a way to change it?

Even when I don't share a Custom Column, others can see the Column on their reports. Can you turn that off?

Related Entries and Links

No Related Resource entered.