Genesys Cloud enables organizations to configure external metrics for performance scorecards, providing supervisors with comprehensive visibility into agent performance across key organizational measures. This capability requires appropriate licensing (Genesys Cloud CX 3, CX 4, or EX), specific Employee Performance permissions, and the Performance Management Admin role. Organizations can define up to 50 external metrics supplied via API connection, encompassing diverse performance indicators such as CSAT scores, daily sales, first contact resolution rates, leads generated, booking visits, retention rates, refund rates, and Net Promoter Score. Configuration involves three primary steps: creating external metric definitions in Genesys Cloud, enabling metrics within gamification profiles, and uploading metric data through the Genesys Cloud External Metric API. The system supports real-time and near-real-time metric updates with specific timing behaviors. Current workday uploads and historical uploads from the previous day through seven days past reflect within seconds, while future-dated uploads reflect on the specified date during nightly processing. Uploads for dates more than seven days in the past do not reflect in gamification, and no gamification points generate for external metrics uploaded before an agent joins a gamification profile. Configuration requires entering a metric name and metric unit (such as currency, seconds, or numeric values) through the Performance Management menu. The Rounding Precision field specifies decimal digits for UI display, while the Default Objective Type field sets the default value applied when users add external metrics to gamification profiles. Metric units support number, seconds, percent, or currency formats. Group average values are not supported for external metrics in current day or weekly trend views. Once created and enabled, external metrics can be added to one or more gamification profiles. External metric definitions include system-generated unique IDs and data refresh timestamps indicating the last upload date. Enablement takes effect immediately, while disablement occurs at the end of the current workday. Editing external metrics is performed through the Performance Management menu under Employee Engagement, allowing modifications to metric properties and enablement status. Deletion of external metric definitions is restricted if the metric is currently enabled and actively used within a gamification profile. This integrated functionality enables organizations to define goals, measure performance, and provide unified visibility into employee performance metrics.