If not, can you access Evaluation data from a database to create a trend by question report outside PureCloud?

We have the same requirement and it is not possible with the inbuilt reporting. Currently we use the PCSD tool provided by Genesys to pull data down to a local SQL DB. Currently this doesn't pull the question level evaluation data. Genesys are currently scoping the expansion of this tool for us, although custom development so chargeable. You can do it yourself if you are familiar with working with the APIs. This should really form part of the core product. Perhaps this may change if there is enough customer interest. ?

Thanks Jason

Hi Peter and Jason,

Hopefully you'll be glad to hear that we actually do have plans to provide this more detailed performance information in a dynamic type quality performance view. The idea will be to allow you drill down from the high level scoring results to question groups and then by questions. I don't have any firm timeframe just yet but targeting 1st half 2018.

If you'd like to share any other input on how you'd like to see these results now is a great time to share your thoughts.

Thanks,

Lesley

Thanks @Lesley Vereen?  that would be a great starting point. What we would like to see is the ability to analyse trends. For example, do we always struggle on question X, how is agent X performing now vs last month?/year, quality vs AHT, time of date/day or week etc.

Hi Lesley. To identify areas of improvement, we would like to see Agent_Trend by Question. This would be for the last evaluation period - say monthly - the ability to sort question performance, lowest to highest, based on a success rate, rather then the question's actual score or % contribution to the form. i.e. what question had the highest 'average low performance'? A supervisor can then show agents which questions they need to work on. Thanks a lot ...

Thank Peter and Jason for your input! As we work on mock-ups for this work I'd be glad to set something up to share and get your thoughts at some point. Also if you have any examples of previous reports you'd be willing to share with examples of things you really liked that would be helpful too.

Thanks,

Lesley

lesley.vereen@genesys.com

 

Hi Lesley,

I'm a new customer to Pure Cloud and came across this thread as this is something that we are definitely missing and would love to see implemented. The above posts make mention of a possible 1st half of 2018 target date - was this ever implemented? If not, are you aware of any plans to do so?

Regards,

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Mitchell Brunning
National Home Doctor Service
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Original Message:
Sent: 11-16-2017 09:30
From: Lesley Vereen
Subject: Re Quality Evaluations: Can you track agent performance by question (trend over time) in PureCloud - enabling supervisors to identify areas for improvement?

Thank Peter and Jason for your input! As we work on mock-ups for this work I'd be glad to set something up to share and get your thoughts at some point. Also if you have any examples of previous reports you'd be willing to share with examples of things you really liked that would be helpful too.

Thanks,

Lesley

lesley.vereen@genesys.com

 

Hi, 

This is not a very punctual reply my apology.
The Genesys Cloud APIs are a good starting point but there is a lot of additional development work required.
We have our REPO reporting and dashboard application that does exactly what you are describing, it was requested by a lot of our Genesys Cloud clients.

The reporting is a drill down approach with only one calendar search that being for all queues in the contact centre. Then you do a select on the queue with a concerning score this drills automatically to the agents in that queue then you can select which agent has a score under 90% (this seems to be what our Genesys Cloud clients wanted), you will then be placed in an agent score section. The failed question scores in the their forms are highlighted in red, a drill down of this give gives you all the Interaction ID's. 

Not sure if this is of any help, let me know if you want to have a look at this, I can send some screenshots to you as well as real time evaluation dashboard screenshots. 

Kind Regards 

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warren beddie
Noralogix PTY (Ltd)
warren@noralogix.com
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Original Message:
Sent: 11-02-2017 18:29
From: Peter Dougherty
Subject: Re Quality Evaluations: Can you track agent performance by question (trend over time) in PureCloud - enabling supervisors to identify areas for improvement?

If not, can you access Evaluation data from a database to create a trend by question report outside PureCloud?