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.

As per my understanding - In Genesys Cloud Quality Management, what you're seeing is expected behavior-the platform calculates and displays the overall evaluation score (general score) based on the scoring model you define, and critical vs. non-critical sections are typically treated differently (often pass/fail vs. scored weighting).

Short answer

There's no native out-of-the-box metric that automatically averages "critical score" and "general score" together into a single blended KPI for dashboards/leaderboards.

However, you can achieve what you want with a few practical approaches depending on how your evaluation forms and dashboards are set up.

Option 1: Use Evaluation Form Design (Best Native Approach)

You can redesign your evaluation form so the "average" is implicitly calculated.

How:

• Assign weights to sections or questions:
• General questions → weighted %, contribute to score
• Critical questions → either:
• Converted to scored questions instead of pass/fail
• Or given a heavy weight
• This way, your overall evaluation score already reflects both critical + general

Benefit:

• Works natively in dashboards and leaderboards
• No custom calculations needed

Limitation:

• If your critical items are currently configured as fatal/pass-fail, they don't contribute numerically-so you'll need to change how they're defined.

Option 2: Custom Metric via Analytics API (Most Flexible)

If you want a true "(Critical Average + General Average) / 2" type metric:

Approach:

1. Extract evaluation data using:
• Quality APIs
• or Analytics API
2. Calculate:

Plain Text

Agent Quality Score =

(Average Critical Score + Average General Score) / 2

Show more lines

3. Feed results into:
• Custom dashboard (Power BI, Tableau, Excel)
• Or external leaderboard

Benefit:

• Fully customizable logic
• Works even if audit counts differ across agents

Limitation:

• Requires data pipeline/setup

Option 3: Use Views + Filters + Aggregation Trick

Within Genesys Cloud UI:

You can:

• Create separate views:
• One for critical scores
• One for general scores
• Export or manually combine averages

Benefit:

• No development required

Limitation:

• Not a real-time blended metric inside Genesys

Option 4: Normalize Scores for Leaderboards (Recommended for fairness)

Since your key issue is:

"Agents aren't all audited the same amount"

You should ensure:

• Use average score per agent (already supported)
• NOT total score

Then layer in:

• Minimum evaluation count threshold (e.g., ≥ 5 audits)

This avoids:

• One evaluation skewing leaderboard ranking

Recommended Setup (Best Practice)

For a clean leaderboard inside Genesys Cloud:

Option A (Simplest)

• Convert critical items → weighted scored questions
• Let Genesys calculate one unified score

Option B (Most Accurate)

• Keep current structure
• Build custom metric externally:

Plain Text

Final Score = (Critical Avg + General Avg) / 2

Show more lines

• Display via BI tool leaderboard

Pro Tip

Many Genesys users treat critical items like this:

• If failed → override score to 0 or cap max score (e.g., 70%)

This maintains:

• Simplicity
• Fairness
• Native dashboard compatibility

Bottom line

• Native Genesys dashboards cannot directly average separate score types into a new metric
• You can:
• Redesign scoring to combine them
• Or calculate externally for full control

If any other Tips - interested to know from community.

------------------------------
Raja Sridhar Nagella
------------------------------