What changed
Webex WFO Performance Management added Custom Metrics, so organizations can load their own business data, such as CSAT, NPS, resolution time, first contact resolution and sales conversions, alongside the platform's built-in measures. Data can arrive through CSV upload or an automated API. Performance Management is reached through the tenant-specific sign-in URL.
Vendor documentation (opens in a new tab)Why it matters
Scorecards built only on contact center activity miss outcomes that live in CRM, survey and sales systems. Bringing those numbers in lets supervisors coach against what the business actually measures, but it also makes data ownership, refresh timing and metric definitions part of the WFO design.
CxCave practical context
Who should care
- Supervisors
- WFM teams
- Quality teams
- CX leadership
Implementation considerations
REVIEWConfirm the required licenses, choose CSV or API ingestion, and agree on owners and definitions for each external metric before adding it to agent scorecards.
CxCave recommendation, not a vendor mandate unless explicitly stated.