Genesys Cloud - Main

We are excited to announce that Custom Calculations will begin rolling out the week of September 15, 2025.

Customers will see the feature progressively enabled across regions during the week, with full availability expected by mid-week. No downtime or manual action is required on your part.

👉 Learn more in our documentation here: Custom Calculations Overview

What's New

Custom Calculations allow you to define your own formulas directly within Performance views. This empowers you to align reporting with your organization's unique KPIs and measurement standards, instead of being limited to out-of-the-box metrics.

Key capabilities include:

• Flexible Formula Creation

  • Build new metrics using arithmetic operators (addition, subtraction, multiplication, division).

  • Incorporate static values and parenthesis for more complex logic.

• Custom Reporting Experience

  • Add custom calculation columns that persist with saved views.

  • Export reports with custom calculation fields.

• Collaboration and Sharing

  • Share custom formulas across teams, divisions, or roles for consistency.

  • Admins and supervisors have visibility into all formulas in use, with options to edit or remove them.

• Governance and Control

  • Permission checks ensure only authorized users can view or apply formulas.

  • Admins track usage across the organization to manage calculations.

#Reporting/Analytics

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Principal Product Manager
Genesys - Employees
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Want to see Custom Calculations in action? Check out this quick demo to learn how you can build and share your own formulas directly in Performance views.

Custom Calculations Demo

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Principal Product Manager
Genesys - Employees

Original Message:
Sent: 09-15-2025 10:04
From: Ryan Legner
Subject: Release Announcement: Custom Calculations in Performance Views

We are excited to announce that Custom Calculations will begin rolling out the week of September 15, 2025.

Customers will see the feature progressively enabled across regions during the week, with full availability expected by mid-week. No downtime or manual action is required on your part.

👉 Learn more in our documentation here: Custom Calculations Overview

What's New

Custom Calculations allow you to define your own formulas directly within Performance views. This empowers you to align reporting with your organization's unique KPIs and measurement standards, instead of being limited to out-of-the-box metrics.

Key capabilities include:

• Flexible Formula Creation

  • Build new metrics using arithmetic operators (addition, subtraction, multiplication, division).

  • Incorporate static values and parenthesis for more complex logic.

• Custom Reporting Experience

  • Add custom calculation columns that persist with saved views.

  • Export reports with custom calculation fields.

• Collaboration and Sharing

  • Share custom formulas across teams, divisions, or roles for consistency.

  • Admins and supervisors have visibility into all formulas in use, with options to edit or remove them.

• Governance and Control

  • Permission checks ensure only authorized users can view or apply formulas.

  • Admins track usage across the organization to manage calculations.

#Reporting/Analytics

------------------------------
Principal Product Manager
Genesys - Employees
------------------------------