Workforce Engagement Management

Hi! 

I got contacted by Quality Assurance specialist - they have hard time interpreting Agent Evaluations view. 

1. In Agents Evaluations Detail view metrics and list of evaluations never matches the summary row or metrics in Agents Evaluations Summary view. 
I think it was raised before, but I don't remember the explanation and can't find the post about this problem anymore. It would be better of course if it didn't need explanations, and the results would just match :) 

2. Another problem - Evaluations which were completed, but not yet released are already calculated in the metrics. Supervisor created evaluation on October 22nd and completed it to be released on November 23rd. As you can see an interaction which happened during this period is not considered in the metrics, however another interaction is already considered in the summary row, not even released though. How do I know it's this interaction? - the only one scored 99% for this co-worker in history... 

#QualityEvaluations #AgentEvaluations #PerformanceMetrics #PerformanceViews

#QualityEvaluations

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
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Earlier this year one of our QA teams brought the same issue to our attention. We opened a support ticket with Genesys (which you may need to do as well), and they told us the following:

Upon further checking, the Quality Team this is expected behavior due to api limitations. We need to provide more refined API calls that will allow for having the aggregate and per agent data to be in sync, further work will be needed from the Analytics UI team. To fix the Analytics UI, we first need the proper API endpoints. That work is in progress and is scheduled for Q3 2025. Once that is completed, the UI work can begin. Due to the long wait times, they have created this Aha.io idea so customers can vote & track the progress: https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2321

The unfortunate part is that Idea has been under PM Review since July 🙄

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Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-29-2025 13:54
From: Ekaterina Kononova
Subject: Agent Evaluations view provide confusing information

Hi! 

I got contacted by Quality Assurance specialist - they have hard time interpreting Agent Evaluations view. 

1. In Agents Evaluations Detail view metrics and list of evaluations never matches the summary row or metrics in Agents Evaluations Summary view. 
I think it was raised before, but I don't remember the explanation and can't find the post about this problem anymore. It would be better of course if it didn't need explanations, and the results would just match :) 

2. Another problem - Evaluations which were completed, but not yet released are already calculated in the metrics. Supervisor created evaluation on October 22nd and completed it to be released on November 23rd. As you can see an interaction which happened during this period is not considered in the metrics, however another interaction is already considered in the summary row, not even released though. How do I know it's this interaction? - the only one scored 99% for this co-worker in history... 

#QualityEvaluations #AgentEvaluations #PerformanceMetrics #PerformanceViews

#QualityEvaluations

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
------------------------------

Hi! 

I got contacted by Quality Assurance specialist - they have hard time interpreting Agent Evaluations view. 

1. In Agents Evaluations Detail view metrics and list of evaluations never matches the summary row or metrics in Agents Evaluations Summary view. 
I think it was raised before, but I don't remember the explanation and can't find the post about this problem anymore. It would be better of course if it didn't need explanations, and the results would just match :) 

2. Another problem - Evaluations which were completed, but not yet released are already calculated in the metrics. Supervisor created evaluation on October 22nd and completed it to be released on November 23rd. As you can see an interaction which happened during this period is not considered in the metrics, however another interaction is already considered in the summary row, not even released though. How do I know it's this interaction? - the only one scored 99% for this co-worker in history... 

#QualityEvaluations #AgentEvaluations #PerformanceMetrics #PerformanceViews

#QualityEvaluations

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
------------------------------

I found the answer myself - the interaction list in Agent Evaluations Detail view is returned based on release date. 

However the summary row metrics are calculated based on Evaluation date. 

This has to be added somewhere in documentation. We, users and admins, shall not be the ones solving those mysteries😅

Hi! 

I got contacted by Quality Assurance specialist - they have hard time interpreting Agent Evaluations view. 

1. In Agents Evaluations Detail view metrics and list of evaluations never matches the summary row or metrics in Agents Evaluations Summary view. 
I think it was raised before, but I don't remember the explanation and can't find the post about this problem anymore. It would be better of course if it didn't need explanations, and the results would just match :) 

2. Another problem - Evaluations which were completed, but not yet released are already calculated in the metrics. Supervisor created evaluation on October 22nd and completed it to be released on November 23rd. As you can see an interaction which happened during this period is not considered in the metrics, however another interaction is already considered in the summary row, not even released though. How do I know it's this interaction? - the only one scored 99% for this co-worker in history... 

#QualityEvaluations #AgentEvaluations #PerformanceMetrics #PerformanceViews

#QualityEvaluations

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
------------------------------

I found the answer myself - the interaction list in Agent Evaluations Detail view is returned based on release date. 

However the summary row metrics are calculated based on Evaluation date. 

This has to be added somewhere in documentation. We, users and admins, shall not be the ones solving those mysteries😅

Hi! 

I got contacted by Quality Assurance specialist - they have hard time interpreting Agent Evaluations view. 

1. In Agents Evaluations Detail view metrics and list of evaluations never matches the summary row or metrics in Agents Evaluations Summary view. 
I think it was raised before, but I don't remember the explanation and can't find the post about this problem anymore. It would be better of course if it didn't need explanations, and the results would just match :) 

2. Another problem - Evaluations which were completed, but not yet released are already calculated in the metrics. Supervisor created evaluation on October 22nd and completed it to be released on November 23rd. As you can see an interaction which happened during this period is not considered in the metrics, however another interaction is already considered in the summary row, not even released though. How do I know it's this interaction? - the only one scored 99% for this co-worker in history... 

#QualityEvaluations #AgentEvaluations #PerformanceMetrics #PerformanceViews

#QualityEvaluations

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
------------------------------