Genesys Cloud CX

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  • 1.  APIs for showing detailed report for the selection of the evaluation forms

    Posted 10-17-2021 21:07
    Dear Genesysians,
    Hope everything is doing well with you,

    I'm asking if any one know how to use APIs for generating a detailed report of evaluation forms selection and export the Quality form score for every interaction that have been Evaluated.

    The point is that I have checked the report : AgentQualityDetailsReport and it only gives the final score for the interaction but in this case we need the whole score data per interaction ( Questions scores in detail )

    Appreciate your support regarding this matter,

    Thanks in Advance,
    #QualityManagement

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    Hazem Saeed
    IST Networks
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  • 2.  RE: APIs for showing detailed report for the selection of the evaluation forms

    Posted 10-23-2021 13:08
    Genesys is working on detailed reporting around evaluations and surveys and there are several ideas on these you can vote on.  Also, Avtex has built Power BI views for this using Avtex Insights.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: APIs for showing detailed report for the selection of the evaluation forms

    GENESYS
    Posted 10-25-2021 07:32
    Take a look at the API documentation here:
    https://developer.genesys.cloud/api/rest/v2/quality/

    You can query for a list of evaluations:
    /api/v2/quality/evaluations/query

    And then get the evaluation details:
    /api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}

    If you need more help, I suggest posting in the developer forum:
    https://developer.genesys.cloud/forum/

    Thanks,

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    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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