Genesys Cloud - Main

We would like to use the Genesys API to get evaluation data into our data warehouse so we can report on evaluations, aggregated at the question level. That said, we pay bonuses based on evaluations and there is an appeals process for which scores may be changed. That said, if a score changed, how far back, if at all, does the API look to send updated scoring data if we refresh our data warehouse daily?

(I hope that made sense!)

#Reporting/Analytics
#Other

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Nicki Dehn
AAA Club Alliance
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Nicki,
Not a direct answer to your question, I'm afraid, but a heads-up from our experience!
I don't know if you ever delete evaluations, but if you do, this can prove to be a challenge. When you pull the "current set" of evaluations, it's relatively easy to do an "Insert or Update" into your Data Lake, but Genesys won't send anything for a deleted evaluation. Alternatively, if you mark the evaluation as invalid in some way, so you can pick it up when you pull the record, then the evaluation view(s) within Genesys will be off, since they will still show the invalid evaluations.
Just so you know 😉
HTH

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Paul Simpson
Eventus Solutions Group
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