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  • 1.  Coming Soon Releases

    Posted 07-21-2023 15:52
    No replies, thread closed.

    Hello-

    I have the hardest time with Genesys Releases.  It feels like a treasure hunt :)  I need to understand what is moving into production so I can explain and get the business ready.  In reviewing the description and looking in what we have in prod today it is hard to tell what will be updated.  

    On July 26th there is a release for the Quality Assurance team.  

    Agent evaluation details export generation for multiple agents

    Supervisors can now generate an exported file of agent evaluation details for multiple agents in a single export. This feature enables supervisors to easily view and analyze completed and released evaluations for more than one agent during a specific time period. This feature requires no restriction by user or required user to access.

    Features coming soon - Genesys Cloud Resource Center

    In production today I am able to export a work team.  I also have the ability to filter on specific agents across teams and export. 


    What is being released?  Are you adding more details for export?  Currently all data to export in the UI are metric related.


    #QualityManagement

    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------


  • 2.  RE: Coming Soon Releases

    Posted 07-24-2023 04:29
    No replies, thread closed.

    Hi Cressida,

    You can find more details on upcoming features here with a link to the Idea its related to giving more details.

    Let me see if I can find more details on your query above.



    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: Coming Soon Releases

    Posted 07-24-2023 08:36
    No replies, thread closed.

    Thank you Tracy.  When we came on board we knew the reports were being depreciated so we have been using the workspace for our metrics.  In reviewing the report and the idea suggestion it appears they are just concerned the same amount of detail will be in workspace once the report goes away.  

    I think I figured it out, The only place you can pull the work team and multiple agents is on the Agent Evaluation tab.  Here the dates are not available:  interaction date/time, evaluation date/time.  Once you go into one agent then you have the selection for the date fields.  This particular one must be pulling in the date field selections at the other level.  



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------

    Original Message


  • 4.  RE: Coming Soon Releases

    Posted 07-26-2023 16:09
    No replies, thread closed.

    @Tracy Vickers

    Hello-  Now that the release is live, what I thought might be changed is not accurate.  In reading the idea and the article and seeing what is in production, nothing has changed on my side.  I am not sure what the enhancement was for the agent evaluations.



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------

    Original Message


  • 5.  RE: Coming Soon Releases

    Posted 07-26-2023 18:03
    No replies, thread closed.

    I believe the change is for the following.
    When you export Agent Evaluation Detail export you can select multiple agents to be exported on the same export.

    • Agent Evaluation Detail: Exports the evaluation details of single or multiple agents selected. The evaluation details include Interaction Date/Time, Evaluation Date/Time, Evaluator, Media Type, Total Score, Critical Score, and Evaluation Form.
      https://help.mypurecloud.com/articles/export-view-data/



    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
    ------------------------------

    Original Message


  • 6.  RE: Coming Soon Releases

    Posted 07-27-2023 08:59
      |   view attached
    No replies, thread closed.

    Hi Cress, please see the attached for a snapshot of the export file and the data elements that are included.

    Mark Fagus



    ------------------------------
    Mark Fagus
    Genesys - Employees
    ------------------------------

    Attachment(s)

    csv
    2023-07-26 Interactions.csv   3 KB 1 version


  • 7.  RE: Coming Soon Releases

    Posted 07-27-2023 14:19
      |   view attached
    No replies, thread closed.

    @Dewald Smit thank you that was helpful!  
    @Mark Fagus I was able to export however both myself and another colleague have the same result with nothing in the file.  I have attached the export, which contains only the headers.  I have tried multiple different ways:   selecting a few users on the evaluation page, selecting all, none, excluding rows with null value and all return with no data. 



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------

    Attachment(s)

    csv
    2023-07-27 Agent Evaluation Detail (8).csv   357 B 1 version
    Original Message


  • 8.  RE: Coming Soon Releases

    Posted 07-27-2023 16:09
    No replies, thread closed.

    Hi Cress, I talked to the Product team and they requested that you open a ticket with the Care Team as this is not working correctly.



    ------------------------------
    Mark Fagus
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Coming Soon Releases

    Posted 07-31-2023 14:31
    No replies, thread closed.

    Thank you Mark, opening a ticket now.  



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------

    Original Message


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