Genesys Cloud is a cloud-based contact center platform that offers a feature for testing external gamification metrics. This feature allows users to configure external metric definitions, add and enable them in gamification profiles, and upload test data using the API explorer interface. Key capabilities include defining external metrics, integrating with the Genesys Cloud Gamification API, uploading test data through the API explorer, and verifying the data on agent scorecards. The feature supports uploading data for the current workday, previous workdays up to seven days, and future dates, with specific behavior for each scenario. It also provides technical details on metric IDs, user identification, and data formatting requirements.
Note: The Performance Management Admin role is enabled for all new organizations. However, anyone with an existing org must add this new role by using the Authorization API to restore all default roles.
To test the external metrics feature before you build the integration with the Genesys Cloud External Metrics Data Upload API, follow the procedures in this article.
Test the external metrics feature
Configure the external metric definition in Genesys Cloud. For more information, see the External metric definition configurations section in the Configure external metrics article.
Upload test data for the external metric using the API explorer interface. For more information, see the Using API explorer for testing external metrics section below.
Navigate to Menu > Performance Management > Employee Engagement > External Metric Definitions.
From the list provided, find the external metric definition for which you want to upload data.
Copy the unique ID from the External ID column.
Return to the Request Body page mentioned in step #6 and enter the external ID in the metricid field.
Under the Execute Request section, click Execute Request.
Verify that the request was successful.
A successful response is indicated by the 200 – successfuloperation message.
Navigate to Admin > Performance & Engagement > Gamification Profiles and click the profile for which you want to test the external metric.
Navigate to Menu > Performance Management > Employee Engagement > Gamification Profiles.
Click the profile for which you want to test the external metric.
In the upper right corner of the screen, ensure that the Enabled option is turned on.
Navigate to the agent’s daily scorecard.
From the attendance bar, click the date for which you uploaded the external metric test data.
Verify that the data is available for the external metric.
Note:
Upload external metrics for the current workday: Gamification reflects the update in a few seconds.
Upload external metrics for workdays for the previous workday and up to seven days in the past: Gamification reflects the update in a few seconds.
Upload external metrics for future dates: Gamification reflects the update on the specified future date, during the nightly job. This behavior means that the update will be available on the selected future day, early in the morning.
Upload external metrics for workdays more than seven days in the past: Gamification does not reflect the update.
Genesys Cloud does not generate gamification points for external metrics that you upload for dates before an agent is added to a gamification profile.
Group average value is not supported for external metrics, either for the current day or for the weekly trend views.