Genesys Cloud - Main

Hi there, 

I'm building a quality dashboard for evaluations and I know it will show the general score, but is there a way to make it an average between critical & general?

Our agents aren't all audited the same amount, so we are trying to get an average to show on their quality leaderboard

Hi Caitlyn,

My understanding is that the Average Score shown in the Agent Evaluations dashboard is already averaged across all submitted evaluations for each agent, regardless of how many evaluations they have received.

I haven't come across a native way to create a combined score that averages both the Overall Evaluation Score and Critical Score together for use in a quality leaderboard.

I'd be interested to know from community.