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  • 1.  Agent Quality Detail Report

    Posted 11-18-2019 08:52
    No replies, thread closed.
    Hi All, 

    Does anyone know a way to extract this report without the agents markings showing under headings each time, it is causing alot of extra work through constant reformatting when pulled for daily/weekly reporting. as you can't extract from the evaluation screen either in agent, i can not see a way around this. 

    Thanks
    #QualityManagement
    #Reporting/Analytics

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


  • 2.  RE: Agent Quality Detail Report

    Posted 11-18-2019 10:55
    No replies, thread closed.
    Hi Jasmin,

     Maybe one for the developers forum, or a suggested product improvement to be able to extract the evaluation screen?

    Thanks

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Original Message


  • 3.  RE: Agent Quality Detail Report

    Posted 11-19-2019 08:55
    No replies, thread closed.
    You might want to consider using the Quality APIs to create a more detailed report.  Information here https://developer.mypurecloud.com/api/rest/v2/quality/index.html

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

    Original Message


  • 4.  RE: Agent Quality Detail Report

    Posted 11-19-2019 09:46
    No replies, thread closed.
    Have you tried using the Performance views and exporting from there?  Performance > Agents > Evaluations?

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Agent Quality Detail Report

    Posted 11-20-2019 04:03
    No replies, thread closed.
    Hi All, 

    Thanks for the quick responses on this one! 

    Darlene, I've tried that view the issue is it groups the interactions per user, making it difficult to distinguish who marked it, interaction type etc. 

    Thanks, Lesley, any suggestions on which APIs would give me a similar view to the report and do you know whether this is able to be pulled into e-mites at all? 



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

    Original Message


  • 6.  RE: Agent Quality Detail Report

    Posted 11-20-2019 07:53
    No replies, thread closed.
    Hi Jasmine,
    If you click on any of those APIs it will explain what it's for so you can decide if that is data that you want.  I don't know if e-mite has pulled any of that data in the past but I believe that they should be able to do so.  Feel free to share the link to the QualityManagement APIs with them.  
    Thanks
    Lesley

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

    Original Message


  • 7.  RE: Agent Quality Detail Report

    Posted 11-20-2019 10:07
    No replies, thread closed.
    Hi Lesley, 

    I will share with them and see whether they can support. 

    Thanks for the quick response :)

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

    Original Message


  • 8.  RE: Agent Quality Detail Report

    Posted 11-20-2019 10:40
    No replies, thread closed.

    Jasmin-


    Thanks for the feedback.    There's some additional work going on regarding evaluations for the views on the roadmap and we have some ideas for how to improve the view so that you can get a similar export from the view as the reports, but in CSV format (so not formatted).    Likely to happen in 2020 so not immediately helpful, but wanted to let you know.

     

    DK

     




    Original Message


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