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  • 1.  Agent Evaluations Download

    Posted 02-13-2024 10:22
    No replies, thread closed.

    Good morning,

    I am reaching out to inquire about the possibility of obtaining a detailed report on agent evaluation form.  Our team used to download all evaluations per month before the implementation of Genesys Cloud, and I am looking for a similar capability.

    Specially, we are interested in a report that breaks down agent performance by question.  This information is crucial for assessing our program and gaining insights into agent knowledge.

    Any guidance or assistance on how to achieve this within the current system would be greatly appreciated.  

    Thanks.


    #QualityManagement

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    Rita Gascot
    State of Florida - Department of Revenue
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  • 2.  RE: Agent Evaluations Download
    Best Answer

    Posted 02-18-2024 23:12
    No replies, thread closed.

    Genesys is working on much better Evaluation reporting and I would hope to see this in the next quarter or so.  If you need really detailed question-level and manager/agent breakdowns, we have done some great reports in Power BI using our Ttec Insights.  Here are a couple of examples:



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agent Evaluations Download

    Posted 01-28-2025 15:50
    No replies, thread closed.

    Hi Robert,

    Thank you so much for sharing. This is incredible! What steps are required to get this information into PowerBi?



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    Caitlyn Petrousek
    Other
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    Original Message


  • 4.  RE: Agent Evaluations Download

    Posted 01-29-2025 10:30
    No replies, thread closed.

    This is the idea that Robert was referring to https://genesyscloud.ideas.aha.io/ideas/WEM-I-316 if you wanted to follow up for updates.



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    Herrick Mai
    Principal Product Manager
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    Original Message


  • 5.  RE: Agent Evaluations Download

    Posted 01-29-2025 10:56
    No replies, thread closed.

    These screen shots I posted are from our Ttec Insights product on AppFoundry.  It is a hosted solution that does all the extraction, transformation, and reconciliation of the data and stores it in an Azure SQL database that allows clients to connect Power BI or other BI tool to the data and report on it.  We designed these common reports for clients to get started with.   



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

    Original Message


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