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:
Sent: 07-02-2020 01:56
From: Samuel Polgar
Subject: Extract individual question scores from evaluations for trend reporting
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
------------------------------