Genesys Cloud - Main

Is there any way to pull reports on evaluators?  Such as the number of evals completed in a day, week, and month.
#QualityManagement

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Daniel Cross
Bright Horizons Family Solutions LLC
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Kind of, sort of.  If you go to Performance then Overview, you can specify a timeframe at the top and see the numbers completed and assigned:


There is a canned report under Reports for Agent Quality, but none for QM managers.

The Avtex Insights product has some more for Evaluations:

Good morning

There are limitations with the evaluation overview which include but are not limited to the following:

1. Only one evaluator can be viewed at a time (ouch)
2. The columns cannot be sorted - so even if I run by form on XX date or date range, I would still need enter each evaluators name to review (not efficient)
3.  An export cannot be created to run daily/weekly etc... If pulling as an export from interactions under workspace the report is based on interaction date rather than evaluation date
4. Reports as a tab were retired in September 2023 so no longer an option. 

I would love to see an in-platform solution that did not require the use of an external source to see the quick hit items related to evaluations. 

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Glenda Kingston
Sedgwick Claims Management Services, Inc.
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Original Message:
Sent: 10-16-2022 18:21
From: Robert Wakefield-Carl
Subject: Evaluation reports

Kind of, sort of.  If you go to Performance then Overview, you can specify a timeframe at the top and see the numbers completed and assigned:


There is a canned report under Reports for Agent Quality, but none for QM managers.

The Avtex Insights product has some more for Evaluations:






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

https://genesyscloud.ideas.aha.io/ideas/WEM-I-316

Which has 20 merged ideas all asking for Evaluation Reporting enhancements. Unfortunately in the Upcoming Development bucket currently so not likely to see it in the next 12 months. 

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Anton Vroon
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Original Message:
Sent: 10-18-2023 11:27
From: Glenda Kingston
Subject: Evaluation reports

Good morning

There are limitations with the evaluation overview which include but are not limited to the following:

1. Only one evaluator can be viewed at a time (ouch)
2. The columns cannot be sorted - so even if I run by form on XX date or date range, I would still need enter each evaluators name to review (not efficient)
3.  An export cannot be created to run daily/weekly etc... If pulling as an export from interactions under workspace the report is based on interaction date rather than evaluation date
4. Reports as a tab were retired in September 2023 so no longer an option. 

I would love to see an in-platform solution that did not require the use of an external source to see the quick hit items related to evaluations. 

------------------------------
Glenda Kingston
Sedgwick Claims Management Services, Inc.
------------------------------


Original Message:
Sent: 10-16-2022 18:21
From: Robert Wakefield-Carl
Subject: Evaluation reports

Kind of, sort of.  If you go to Performance then Overview, you can specify a timeframe at the top and see the numbers completed and assigned:


There is a canned report under Reports for Agent Quality, but none for QM managers.

The Avtex Insights product has some more for Evaluations:






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