Import employee decision metrics

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Genesys Cloud provides administrators with a Decision Metrics Import feature within Workforce Management that enables the bulk import of employee performance rank and tiebreaker values through CSV file uploads. These metrics are used to prioritize and rank employees when WFM features require ranking or tie resolution. Access to this functionality requires appropriate licensing (CX 1-4, WEM Add-on I/II, or EX) and specific Workforce Management permissions for Decision Metrics editing and viewing. The import process begins through Menu > Performance Management > Decision Metrics Import, where administrators select a management unit and access a table displaying current employee metrics including name, email address, performance rank, tiebreaker value, modification date, and administrator details. Administrators download a CSV template and populate it with employee email addresses (which must match existing Genesys Cloud records), performance ranks (whole numbers 1-9999), and tiebreaker values (positive whole numbers up to 2,147,483,647 with a maximum of 10 digits). CSV files support a maximum size of 2MB, accommodating approximately 6,000 employees per business unit. Upon upload, Genesys Cloud validates the file against multiple criteria including required fields, valid email addresses, numeric ranges, duplicate records, file format, file size, management unit membership, and metric ranges. Validation errors are reported with detailed information including line numbers, employee email addresses, and error descriptions. Administrators can download validation reports to identify and correct failed rows before reupload. CSV uploads validate data without updating employee records; the actual update occurs only after clicking the Import button. After successful validation and import, decision metric values are applied to employee records, the system displays a confirmation message, and the modification date and administrator details are updated in the Decision Metrics table. The import process updates decision metrics only for employees included in the uploaded file, while employees not listed retain their existing metric values.

PrerequisitesClick to expand

Decision metrics include performance rank and tiebreaker values that Workforce Management (WFM) uses to prioritize employees when supported WFM features require employee ranking or tie resolution. Import the decision metrics by uploading a CSV file. Genesys Cloud validates the uploaded data before importing it and displays any validation errors that require correction.

The Decision Metrics Import page enables you to view and update decision metrics for employees in a business unit from a CSV file.

Decision Metrics table

The Decision Metrics table displays the current decision metric values for employees in the selected management unit.

Column	Description
Employee	Displays the employee’s name.
Email address	Displays the employee’s email address. Genesys Cloud uses this value to match employee records during CSV import.
Performance rank	Displays the employee’s current performance rank, if available.
Tie-break value	Displays the employee’s current tiebreaker value, if available.
Date modified	Displays the date and time of the most recent successful CSV import for the employee.
Modified by	Displays the name of the administrator who made the most recent change.

Note: The Decision Metrics table displays employees from the selected management unit in the uploaded CSV file.

Import decision metrics

Use the Decision Metrics Import page to upload performance rank and tiebreaker values for employees in a management unit. To import decision metrics, perform the following steps:

Click Menu > Performance Management > Decision Metrics Import.
From the Management Unit list, select the management unit for which you want to import the decision metrics. The Decision Metrics table displays the employees in the selected management unit. By default, the table shows each employee’s name, email address, performance rank, tiebreaker value, and the date and time the values were last updated, and the modified by details.
(Optional) From the Management Unit list, select a management unit to filter the employees displayed in the table.
Download the sample CSV template and populate it using the supported column headers. Populate the downloaded CSV template with the following values:
- Email Address: The employee’s email address. This value must match an existing employee in Genesys Cloud.
- Performance Rank: A whole number from 1 through 9999.
- Tiebreaker: A positive whole number containing up to 10 digits up to 2,147,483,647. Genesys Cloud uses this value when employees have the same performance rank.
  Note: The maximum file size of the imported CSV is 2MB.
Populate the CSV template with the employee email addresses and the corresponding performance rank and tiebreaker values.
Click Upload CSV, and then select the completed CSV file. Genesys Cloud validates the uploaded file and displays any validation errors that must be corrected before the data can be imported. Validation includes the required fields, valid employee email addresses, supported numeric ranges, duplicate employee records, invalid file format, file size, employee belongs to the selected management unit, performance rank range, and tiebreaker range. If validation errors occur, correct the CSV file and upload it again.
If validation errors occur, download the validation report, correct the errors in the CSV file, and upload the file again.
After the file passes validation, click Import to apply the validated decision metric values to the employee records in the selected management unit. After the import completes successfully, Genesys Cloud displays a confirmation message.
Verify that the imported Performance Rank and Tie-break values appear in the Decision Metrics table and that the Date modified/Modified by columns reflect the import.

Note: Uploading a CSV validates the file but does not update employee records. The decision metrics are updated only after you click Import.

Resolve validation errors

If the uploaded CSV file contains validation errors, Genesys Cloud displays the errors before importing the data. Download the validation report to identify the failed rows, correct the errors, and upload the updated CSV file. The validation report includes details such as, line number, employee email address, and error message.

Notes:

Selecting a management unit filters the employees displayed in the Decision Metrics table but does not limit the scope of the imported CSV.
Importing a CSV updates only the employees included in the uploaded file.
Employees who are not included in the CSV retain their existing decision metric values.
After a successful import, the updated decision metrics are immediately available in the Decision Metrics table.
The uploaded CSV file can be up to 2MB, which supports approximately 6,000 employees per business unit.

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