Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Extract individual question scores from evaluations for trend reporting

    Posted 07-02-2020 01:56
    Dear Community

    Hope you are well.

    Please we are looking to do trend reporting on individual questions from the QA evaluations to understand how our agents are working/trending over time.

    I can see the information in the quality API, just looking to see if there was a work-around/other ways to retreive this information and in a reporting format: /api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}
    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------


  • 2.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 07-07-2020 01:36
    Avtex has developed some Power BI dashboards around this.  Let me know if you are interested in learning more.


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 07-07-2020 01:42

    Hello Robert

     

    Hope you are well.

     

    Yes please, Please share information with eme.

     

    Thanks and regards

    Samuel Polgar

     




    Original Message


  • 4.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 07-08-2020 03:58
    hi Robert, 

    Reporting is looking great. Can you please also share with me. 

    Thanks,

    ------------------------------
    Jasmin Jenkinson
    Tonik Energy
    ------------------------------

    Original Message


  • 5.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 07-08-2020 12:58
      |   view attached
    Don't want to really sell here, but this information is fitting for information sake.  


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Attachment(s)

    pdf
    PowerBI Avtex.pdf   604 KB 1 version
    Original Message


  • 6.  RE: Extract individual question scores from evaluations for trend reporting

    NEW MEMBER
    Posted 25 days ago

    Hi Robert, how do we go about getting something like this?



    ------------------------------
    Nenad Lalic
    Advocate Health
    ------------------------------

    Original Message


  • 7.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 25 days ago

    Here is the listing on AppFoundry:  Genesys AppFoundry - TTEC Digital Insights (mypurecloud.com)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 8.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 07-09-2020 09:27
    Hi Sam,
    Yes, you're correct that we have APIs to extract results for question groups and questions which can then be used for your reporting.  We are planning several phases of enhancements to add more QM data in views however that development has not yet started.

    In the meantime - the graphic representation that @Robert Wakefield-Carl shared looks great!​
    Thanks
    Lesley

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 07-16-2020 19:23

    Hello Lesley

     

    Hope you are well.

     

    Thank you very much for sharing information and we look forwards to the Genesys QM data views update soon.

     

    Yes, the Avtex graphic looks great, thank you Robert.

     

    Thanks and Regards

    Samuel




    Original Message


  • 10.  RE: Extract individual question scores from evaluations for trend reporting

    Posted 04-15-2021 15:32
    Hi Samuel, 

    Just some input from our side on our experience. The Genesys Cloud API's are fantastic but just a start they will make up a small part of what you are trying to do, we have a few of our developers just focusing on evaluation reporting and dashboards as there is complexity around calculations as well as evaluations always being a moving target and forever evolving, well that's what the clients we have are like. 

    Our clients main focus has been around pin pointing problem areas on any queue, agent question under 90% and then quickly identifying where that problem is so training can be established. The real time evaluation dashboards are keys to quickly identify problem areas before the reporting is conducted. Our clients modify these reports and dashboards as and when their business demands require further enhancements. Below are some of what our clients have requested and we have completed: 

    - Automatic Queue, Agent, Agent score drill down - only run query once for 3 reports - repeat as many times as possible
    - Drill down to Agent Score under 90% with Interaction ID's
    - Highlighting under 90% questions
    - Drilldown agent scores
    - Evaluating the Evaluator
    - Evaluating the Queue
    - Real time evaluation drilldown click dashboarding
    - Advanced evaluation aggregate drilldown client customization 
    - Exporting - Print, Excel, PDF, CSV

    Not sure if this is of any help to you, let me know if you require any other info, glad to help and share what clients are asking for, very interesting. 

    Kind Regards

    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources