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  • 1.  App or AddOn for Evaluation form analytics

    Posted 10-16-2023 12:07
    No replies, thread closed.

    Hi,

    our customer want a GUI where he can make a better analytics and reporting on question and section level for specific evaluation forms (e.g. build average values of evaluation questions and not only over the full score of evaluation form).

    I know that there is an API which can help:

    [GET /api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-quality-conversations--conversationId--evaluations--evaluationId-)

    But customer want a ready made GUI or Plugin/App for that purpose and has currently no resources to build it on their own over Genesys Cloud API.

    Question is, does anybody know if there is an already existing App in AppStore for that purpose? I already searched there but found no suitable one: https://appfoundry.genesys.com/filter/genesyscloud

    I know that there is an idea about it, too, but quite a long time nothing really going forward there: Reporting at question and section level | Genesys Cloud Ideas Portal (aha.io)

    Thank you very much and best regards,

    Christian.


    #QualityManagement

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    Christian Werner-Berger
    Deutsche Telekom MMS GmbH
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  • 2.  RE: App or AddOn for Evaluation form analytics

    Posted 10-21-2023 20:38
    No replies, thread closed.

    One drawback of Genesys Cloud performance views for Evaluations.  There are many ideas about this and some new reporting in the works (but don't hold your breath).  You are on the right patch, but what we do for our customers is sell them our Ttec Insights Genesys AppFoundry - TTEC Digital Insights (mypurecloud.com) with a Power BI template for quality that gives them drill-down into question groups and questions.  We put all the data in a SQL database and let you use ODBC to connect to it.  



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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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    Original Message


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