Genesys Cloud's Custom KPI feature enables organizations to track revenue-based outcomes through wrap-up codes and predictive routing, supporting three KPI types: sales conversion, customer retention, and customer churn. Organizations can create up to 10 custom KPIs per type with a maximum of 50 total per organization, requiring specific permissions (Routing > KeyPerformanceIndicator > View, Add, and Edit) for management through the Admin > Custom KPI interface. Configuration requires defining KPI names, descriptions, and mapping up to 50 wrap-up codes per custom revenue KPI; however, wrap-up codes cannot be modified after KPI creation. The system requires a minimum of 60 days of historical outcome data for functionality and enforces a 24-48 hour waiting period before KPI activation, during which users must copy the dedicated outcome ID for API integration with the Outcome Attributions API. The External Attribution API supports injection of past 60 days of data to accelerate historic data accumulation, with injected attribution data expected to cover the past 90 days for optimization. Custom KPIs automatically become enabled within 24-48 hours of outcome data upload and appear in the Genesys Cloud Outcomes view using the naming convention "Predictive_Routing_{kpi_name}_outcome." Users can temporarily disable KPIs while gathering sufficient data, preventing them from appearing on the Create and configure queues page, though outcome data can still be uploaded via API to continue data model building. KPIs cannot be disabled while actively used on a queue. If the associated outcome is deleted from the Outcomes page, the custom KPI becomes unusable. Once activated, custom KPIs are available for use in queues with predictive routing enabled. Revenue KPIs become available for use once historical data requirements are met, with configuration details provided in queue creation documentation. Related resources include predictive routing , revenue KPI optimization guidance, wrap-up code information, and AppFoundry program details for generating business value through speech and text analytics capabilities