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  • 1.  Agent Evaluations view provide confusing information

    Posted 10-29-2025 13:54
    Edited by Ekaterina Kononova 10-29-2025 14:27
    No replies, thread closed.

    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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  • 2.  RE: Agent Evaluations view provide confusing information

    Posted 10-30-2025 08:00
    Edited by Brian Jones 10-30-2025 09:24
    No replies, thread closed.

    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
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  • 3.  RE: Agent Evaluations view provide confusing information

    Posted 10-30-2025 09:52
    No replies, thread closed.

    Thanks @Brian Jones! 

    Voted and commented 👍



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


  • 4.  RE: Agent Evaluations view provide confusing information

    Posted 10-30-2025 12:39
    No replies, thread closed.

    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😅



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



  • 5.  RE: Agent Evaluations view provide confusing information

    Posted 10-31-2025 06:38
    No replies, thread closed.

    Agreed. That or at least an informational button on that page explaining the difference given what you found is not intuitive. That said, preferably there should be consistency in how those calculations work.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------

    Original Message


  • 6.  RE: Agent Evaluations view provide confusing information

    Posted 11-03-2025 04:51
    No replies, thread closed.

    Hi Kate,

    Thanks for the update - I will pass this on to Product Team



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    Tracy
    Genesys
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    Original Message


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