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  • 1.  Data accuracy

    Posted 12-20-2022 09:35
    No replies, thread closed.

    Hi,

    OK, so first up, I know that the reports are gradually being deprecated, but they are currently still visible and so my customers are using them.

    Right, with that out of the way....

    If you run an Agent Quality Details Report, you see the list of evaluations for an agent, the score and then at the bottom, an average is calculated and displayed to 2 decimal places. (e.g. 93.67). However, if you view the same data by looking at Agent Evaluation performance workspace, the average is again calculated, but this time rounded off to the nearest whole number (in this case, 94%).

    So, before I open a ticket / create an Idea, does anyone know if there is a way to get the Performance Workspace to display the average to a greater degree of accuracy?

    TIA


    #Reporting/Analytics

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    Paul Simpson
    Eventus Solutions Group
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  • 2.  RE: Data accuracy

    Posted 12-20-2022 12:13
    No replies, thread closed.
    The average score is only 2 decimal places. If you use the CSV export, you will see Highest Score and Lowest Score and those are 9 decimal places.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Data accuracy

    Posted 12-20-2022 14:05
    No replies, thread closed.
    Thanks, Robert.

    Unfortunately, the issue isn't the underlying data's accuracy, but the display. The customer has seen decimal places of accuracy in the report (so the cat's out of the bag, so to speak!) and now wants to see that same accuracy in the workspace. This is so that when Agents go to look at their own stats, the averages are calculated / displayed to that level. Anything that involves exporting to CSV etc. is just not going to fly :-o

    Had the report rounded the numbers, it may well not have come up, but....

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 4.  RE: Data accuracy

    Posted 12-21-2022 15:17
    No replies, thread closed.
    Hi Paul, while the evaluation summary view shows the rounded off value, the agent evaluation detail view (shown as part of the interaction detail view) shows the score with two decimal places.

    Also, since the exports are intended to be the way to generate the reports similar to the canned reports, the pdf export shows the score with two decimal places, similar to the canned report output. And the csv export will have higher number of decimal places as noted above by Robert. 

    Thanks,

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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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    Original Message


  • 5.  RE: Data accuracy

    Posted 12-22-2022 09:12
    No replies, thread closed.
    Thank you for the response!

    Is there any way to get all of the views to show data to the same level of accuracy (or should I open an Idea for this?)

    Whilst I understand that rounded values are often more readable (who needs these kinds of things to hundreds of decimal places, right?) it's confusing for some users that different views show apparently different values.

    As I explained above, exports are not an issue / option here. The customer wants what the user sees when they open the view to match what their manager is seeing / telling them.

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


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