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  • 1.  Agent Quality Details Report. - Possible Edits or Add on's to report?

    Posted 02-01-2023 21:04
    Hi Again,

    Hoping I can get clarification regarding the Agent Quality Detail Report which comes from an evaluation form created to audit agents performance.

    Currently the report is just a high level summary report? We are looking to be able to make edits to the report to allow us to include all items on the form and its individual scoring. The report would need to include all parameters of the form. 

    Any new reports coming in the future or is there such report?

    Thanks for your help! 




    #QualityManagement

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    Evelisa Rivera
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  • 2.  RE: Agent Quality Details Report. - Possible Edits or Add on's to report?

    Posted 03-16-2023 23:05

    Genesys is looking at some ideas like these.  You can vote and come up with other ideas.  The data is all in the lake, but you would have to extract and report on that for now.  

    Agent scores by evaluation form | Genesys Cloud Ideas Portal (aha.io)

    Agent Quality Details Report - Ability to | Genesys Cloud Ideas Portal (aha.io)

    Reporting at question and section level | Genesys Cloud Ideas Portal (aha.io)

    Add Quality Evaluations as a metric for | Genesys Cloud Ideas Portal (aha.io)



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Agent Quality Details Report. - Possible Edits or Add on's to report?

    Posted 05-17-2023 21:27

    Thank you Robert! Do you happen to have an update on the below idea for the above type reporting? https://genesyscloud.ideas.aha.io/ideas/WEM-I-316



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    Evelisa Rivera
    Price Waterhouse Coopers
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    Original Message


  • 4.  RE: Agent Quality Details Report. - Possible Edits or Add on's to report?

    Posted 05-18-2023 10:11

    From what I see, the multiple agent reporting will be out end of Q2.  Evaluation scores in scorecards is beginning Q3.  Disputing an Evaluation is end of year.  Now if you want some granularity on Evaluations, the Avtex Insights product has done a lot for customers with question and group detail reporting.  Here is the link:   Genesys AppFoundry - Avtex Insights (mypurecloud.com) and an example:  





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

    Original Message


  • 5.  RE: Agent Quality Details Report. - Possible Edits or Add on's to report?

    Posted 05-18-2023 10:23

    Thank you Robert! 



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    Evelisa Rivera
    Price Waterhouse Coopers
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    Original Message


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