Define revenue KPI

AI-generated summary

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, with each KPI requiring specific permissions for viewing, adding, and editing through the Admin > Custom KPI interface. Configuration involves 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. Custom KPIs automatically become enabled and available 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, which prevents them from appearing on the Create and configure queues page, though outcome data can still be uploaded via API to continue data model building. Once activated, custom KPIs are available for use in queues with predictive routing enabled. If the associated outcome is deleted from the Outcomes page, the custom KPI becomes unusable. A 24-hour waiting period is required after creating a custom revenue KPI before using it for benefit assessment or activating predictive routing. The feature requires specific permissions: Routing > KeyPerformanceIndicator > View, Add, and Edit. Additional resources include speech and text analytics capabilities through AppFoundry for generating business value, and community support options are available for users with additional questions.

Feature coming soon

PrerequisitesClick to expand

Points to note before you configure a custom KPI:

After you create a new revenue KPI, you can start injecting the required attribution data via the External attributions API.
You cannot disable a KPI while it is being used on a queue.
The new revenue KPI is automatically enabled and is available for use. The injected attribution data is expected to cover the past 90 days for optimization. The External Attribution API supports the injection of the past 60 days to speed up the historic data.
You can disable the KPI by clicking the name of the KPI from the revenue KPI page and disabling the Status button. When the revenue KPI is disabled, the KPI is not available on the list of available KPIs on the Create and configure queues page. However, during such time, you can upload the attribution data using the revenue KPI for predictive routing API to continue with the data model building process for the said KPI.

The Revenue KPI page lists the different KPIs that are available for your organization.

Select Admin > Revenue KPI.
Click Menu > Orchestration > Routing > Revenue KPI.
Click Define a new revenue KPI.
Note: You can create a maximum of 10 revenue KPIs for each organization.

Choose the type of KPI to optimize and enter the following information:

Field	Description
Supported KPI type	The revenue KPI type that the KPI tracks. The available KPI types are Churn, Retention, Sales Conversion, and Sales Value.
Name	The name of KPI. The name of the KPI. This name must be unique.
Description	The description of the KPI.

Click Save.
The new revenue KPI is now listed on the Revenue KPI page.
(Applicable only to External Attributions API) On the Revenue KPI page, click the linked name of the KPI, and copy the dedicated outcome ID. Use this ID in the revenue KPI for predictive routing API to upload data to Genesys Cloud. For more information, see revenue KPI for predictive routing.
Note: When you create a revenue KPI, ensure you upload historical data for at least 60 days.

The KPI is available for use in queues that have predictive routing enabled. For the next steps, see Create and configure queues.

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