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  • 1.  Evaluation form reports via API

    Posted 05-07-2025 03:33
    No replies, thread closed.

    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

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    Melinda van den Heever
    NA
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  • 2.  RE: Evaluation form reports via API

    Posted 05-07-2025 05:42
    No replies, thread closed.

    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
    ------------------------------



  • 3.  RE: Evaluation form reports via API

    Posted 05-07-2025 05:48
    No replies, thread closed.

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

     



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    Melinda van den Heever
    NA
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    Original Message


  • 4.  RE: Evaluation form reports via API

    Posted 05-07-2025 06:35
    No replies, thread closed.

    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


  • 5.  RE: Evaluation form reports via API

    Posted 05-07-2025 09:08
    No replies, thread closed.

    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


  • 6.  RE: Evaluation form reports via API

    Posted 05-08-2025 12:06
    No replies, thread closed.

    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


  • 7.  RE: Evaluation form reports via API
    Best Answer

    Posted 05-09-2025 02:40
    Edited by System 10-28-2025 09:52
    No replies, thread closed.

    Thank you for the feedback.  One of the Genesys engineers gave us the following instructions in the end.  I think this is what you are referring to:

    1. If you start with QUALITY_DETAILS and use the CONVERSATION_ID to find the conversation in question.
    2. Find the QUALITY_ID of the evaluation that matches the one you are looking at in GC
    3. Using that QUALITY_ID, you can then investigate the group scores in QUALITY_EVALUATION_GROUP_SCORES, or use the SQL below for a brief calculation/result:
      1. SELECT
            FQG.NAME
            , QES.QUESTION_GROUP_ID
            , QES.QUALITY_ID
            , TOTAL_SCORE
            , MAX_TOTAL_SCORE
            , ROUND(TOTAL_SCORE / NULLIF(MAX_TOTAL_SCORE, 0) * 100, 2) AS GROUP_SCORE
        FROM A3S_GCD.PUBLIC.QUALITY_EVALUATION_GROUP_SCORES AS QES
            LEFT JOIN A3S_GCD.PUBLIC.FORM_QUESTION_GROUPS AS FQG ON QES.QUESTION_GROUP_ID = FQG.FORM_QUESTION_GROUP_ID
        WHERE QUALITY_ID = 'b75c676a-a38e-49cb-b675-8e152f2d7e50'



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

    Original Message


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