Genesys Cloud - Main

Good day. Is there any way to get the totals that you see on the evaluation form under the Scaled Scores pane via API without the need to calculate them manually?  We can find all the other values, but we cannot find the calculations that you can see on the total Scaled Scores pane.  In an ideal world I do not want to calculate it in power bi or Qliksense as there seems to be room for error and disputes as a result of it.

Hi Melinda,

You can get those via the API using the following metrics:

oTotalCriticalScore - Total critical score of the evaluation

oTotalScore - Total score of the evaluation

Further information on the is available here: Evaluation Aggregate Query

Good day. Is there any way to get the totals that you see on the evaluation form under the Scaled Scores pane via API without the need to calculate them manually?  We can find all the other values, but we cannot find the calculations that you can see on the total Scaled Scores pane.  In an ideal world I do not want to calculate it in power bi or Qliksense as there seems to be room for error and disputes as a result of it.

Thank you but I am referring to the question group percentages, not the overall score.  I cannot find these scores anywhere.

Hi Melinda,

You can get those via the API using the following metrics:

oTotalCriticalScore - Total critical score of the evaluation

oTotalScore - Total score of the evaluation

Further information on the is available here: Evaluation Aggregate Query

Good day. Is there any way to get the totals that you see on the evaluation form under the Scaled Scores pane via API without the need to calculate them manually?  We can find all the other values, but we cannot find the calculations that you can see on the total Scaled Scores pane.  In an ideal world I do not want to calculate it in power bi or Qliksense as there seems to be room for error and disputes as a result of it.

My apologies, I misread your original question.

yes, so that is the Question Group scores that can be found when running the GET /api/v2/quality/evaluations/query and is found answers > questionGroupScores > totalScore: (number) Score of all questions in the group.

Thank you but I am referring to the question group percentages, not the overall score.  I cannot find these scores anywhere.

Hi Melinda,

You can get those via the API using the following metrics:

oTotalCriticalScore - Total critical score of the evaluation

oTotalScore - Total score of the evaluation

Further information on the is available here: Evaluation Aggregate Query

Good day. Is there any way to get the totals that you see on the evaluation form under the Scaled Scores pane via API without the need to calculate them manually?  We can find all the other values, but we cannot find the calculations that you can see on the total Scaled Scores pane.  In an ideal world I do not want to calculate it in power bi or Qliksense as there seems to be room for error and disputes as a result of it.

Yes, but that is a number that the user does not see in the front end.  The user sees a percentage, not points so it will be confusing to them.  Let me know if I am missing the boat, but we could not find the percentages.  It seems that it is calculated in the front end and is not written to any data table. 

My apologies, I misread your original question.

yes, so that is the Question Group scores that can be found when running the GET /api/v2/quality/evaluations/query and is found answers > questionGroupScores > totalScore: (number) Score of all questions in the group.

Thank you but I am referring to the question group percentages, not the overall score.  I cannot find these scores anywhere.

Hi Melinda,

You can get those via the API using the following metrics:

oTotalCriticalScore - Total critical score of the evaluation

oTotalScore - Total score of the evaluation

Further information on the is available here: Evaluation Aggregate Query

Good day. Is there any way to get the totals that you see on the evaluation form under the Scaled Scores pane via API without the need to calculate them manually?  We can find all the other values, but we cannot find the calculations that you can see on the total Scaled Scores pane.  In an ideal world I do not want to calculate it in power bi or Qliksense as there seems to be room for error and disputes as a result of it.

Hi Melinda, 

I see, yes this is calculated within the UI. I will see if I can find the calculations used, but it will be using the totalScore / maxTotalScore * 100 but with the caveat that, it depends on weighting of questions and critical questions etc

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 05-07-2025 09:07
From: Melinda van den Heever
Subject: Evaluation form reports via API

Yes, but that is a number that the user does not see in the front end.  The user sees a percentage, not points so it will be confusing to them.  Let me know if I am missing the boat, but we could not find the percentages.  It seems that it is calculated in the front end and is not written to any data table. 

------------------------------
Melinda van den Heever
NA

Original Message:
Sent: 05-07-2025 06:35
From: Samuel Jillard
Subject: Evaluation form reports via API

My apologies, I misread your original question.

yes, so that is the Question Group scores that can be found when running the GET /api/v2/quality/evaluations/query and is found answers > questionGroupScores > totalScore: (number) Score of all questions in the group.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 05-07-2025 05:47
From: Melinda van den Heever
Subject: Evaluation form reports via API

Thank you but I am referring to the question group percentages, not the overall score.  I cannot find these scores anywhere.

------------------------------
Melinda van den Heever
NA

Original Message:
Sent: 05-07-2025 05:42
From: Samuel Jillard
Subject: Evaluation form reports via API

Hi Melinda,

You can get those via the API using the following metrics:

oTotalCriticalScore - Total critical score of the evaluation

oTotalScore - Total score of the evaluation

Further information on the is available here: Evaluation Aggregate Query

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 05-07-2025 03:33
From: Melinda van den Heever
Subject: Evaluation form reports via API

Good day. Is there any way to get the totals that you see on the evaluation form under the Scaled Scores pane via API without the need to calculate them manually?  We can find all the other values, but we cannot find the calculations that you can see on the total Scaled Scores pane.  In an ideal world I do not want to calculate it in power bi or Qliksense as there seems to be room for error and disputes as a result of it.

#AnalyticsAPI

------------------------------
Melinda van den Heever
NA
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