Genesys Cloud - Main

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

Thanks for your reply Sam. Sorry, i didn't provide much detail in my Q.

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

I am not aware of inconstancies outside of the dataAvailability and it having been updated in that in-between period.  If you are consistently seeing this, I would recommend raising this to customer care to investigate

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

Original Message:
Sent: 06-03-2025 02:34
From: Vikas Dhall
Subject: Evaluations Data

Thanks for your reply Sam. Sorry, i didn't provide much detail in my Q.

------------------------------
Vikas Dhall

Original Message:
Sent: 06-02-2025 07:21
From: Samuel Jillard
Subject: Evaluations Data

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

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

Original Message:
Sent: 05-27-2025 19:16
From: Vikas Dhall
Subject: Evaluations Data

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

#AnalyticsAPI

------------------------------
Vikas Dhall
------------------------------

Thanks, Samuel.

Before i raise it with Care, can i pick your brain on the below example, please? This might help in finding out if we are doing something wrong at our end.

Lets say a conversation start date and end date was 1st Jan' 25, and an evaluation get assigned to this conversation on 1st Feb '25 at 9:00 AM AEST. The dataAvailabilityDate was 5:00 PM 1st Feb '25 AEST(i.e.1st Feb '25 7:00 AM UTC). Given the scenario, Q is - 

Do i need to query for the interval from my high watermark (last dataavailabilitydate) to latest dataavailabilitydate (i.e. Feb 1st 5:00 PM AEST) OR from the conversation start date (the conversation to which the evaluation is added i.e. 1st Jan'25) to the latest dataavailabilitydate?

I hope that makes sense.

Thanks,

Vikas

------------------------------
Vikas Dhall

Original Message:
Sent: 06-10-2025 08:48
From: Samuel Jillard
Subject: Evaluations Data

I am not aware of inconstancies outside of the dataAvailability and it having been updated in that in-between period.  If you are consistently seeing this, I would recommend raising this to customer care to investigate

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

Original Message:
Sent: 06-03-2025 02:34
From: Vikas Dhall
Subject: Evaluations Data

Thanks for your reply Sam. Sorry, i didn't provide much detail in my Q.

------------------------------
Vikas Dhall

Original Message:
Sent: 06-02-2025 07:21
From: Samuel Jillard
Subject: Evaluations Data

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

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

Original Message:
Sent: 05-27-2025 19:16
From: Vikas Dhall
Subject: Evaluations Data

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

#AnalyticsAPI

------------------------------
Vikas Dhall
------------------------------

Hi @Vikas Dhall,

You would need to include the conversation start date.  The conversation/details API is looking for conversations within the date range, not activities within the date range:
Important The interval will filter based on the conversation start timestamp. Conversations will only be included in the results if their start occurs on a day that the interval touches - Detail Queries

Hope that helps :)

Thanks, Samuel.

Before i raise it with Care, can i pick your brain on the below example, please? This might help in finding out if we are doing something wrong at our end.

Lets say a conversation start date and end date was 1st Jan' 25, and an evaluation get assigned to this conversation on 1st Feb '25 at 9:00 AM AEST. The dataAvailabilityDate was 5:00 PM 1st Feb '25 AEST(i.e.1st Feb '25 7:00 AM UTC). Given the scenario, Q is - 

Do i need to query for the interval from my high watermark (last dataavailabilitydate) to latest dataavailabilitydate (i.e. Feb 1st 5:00 PM AEST) OR from the conversation start date (the conversation to which the evaluation is added i.e. 1st Jan'25) to the latest dataavailabilitydate?

I hope that makes sense.

Thanks,

Vikas

------------------------------
Vikas Dhall

Original Message:
Sent: 06-10-2025 08:48
From: Samuel Jillard
Subject: Evaluations Data

I am not aware of inconstancies outside of the dataAvailability and it having been updated in that in-between period.  If you are consistently seeing this, I would recommend raising this to customer care to investigate

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

Original Message:
Sent: 06-03-2025 02:34
From: Vikas Dhall
Subject: Evaluations Data

Thanks for your reply Sam. Sorry, i didn't provide much detail in my Q.

------------------------------
Vikas Dhall

Original Message:
Sent: 06-02-2025 07:21
From: Samuel Jillard
Subject: Evaluations Data

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

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

Original Message:
Sent: 05-27-2025 19:16
From: Vikas Dhall
Subject: Evaluations Data

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

#AnalyticsAPI

------------------------------
Vikas Dhall
------------------------------

Thanks, Samuel. That helps.

Further to this, how do we figure out what interval I need to query? how do we know if an evaluation has been assigned to a conversation_ID?

Hope that makes sense.

Regards,

Vikas

Hi @Vikas Dhall,

You would need to include the conversation start date.  The conversation/details API is looking for conversations within the date range, not activities within the date range:
Important The interval will filter based on the conversation start timestamp. Conversations will only be included in the results if their start occurs on a day that the interval touches - Detail Queries

Hope that helps :)

Thanks, Samuel.

Before i raise it with Care, can i pick your brain on the below example, please? This might help in finding out if we are doing something wrong at our end.

Lets say a conversation start date and end date was 1st Jan' 25, and an evaluation get assigned to this conversation on 1st Feb '25 at 9:00 AM AEST. The dataAvailabilityDate was 5:00 PM 1st Feb '25 AEST(i.e.1st Feb '25 7:00 AM UTC). Given the scenario, Q is - 

Do i need to query for the interval from my high watermark (last dataavailabilitydate) to latest dataavailabilitydate (i.e. Feb 1st 5:00 PM AEST) OR from the conversation start date (the conversation to which the evaluation is added i.e. 1st Jan'25) to the latest dataavailabilitydate?

I hope that makes sense.

Thanks,

Vikas

------------------------------
Vikas Dhall

Original Message:
Sent: 06-10-2025 08:48
From: Samuel Jillard
Subject: Evaluations Data

I am not aware of inconstancies outside of the dataAvailability and it having been updated in that in-between period.  If you are consistently seeing this, I would recommend raising this to customer care to investigate

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

Original Message:
Sent: 06-03-2025 02:34
From: Vikas Dhall
Subject: Evaluations Data

Thanks for your reply Sam. Sorry, i didn't provide much detail in my Q.

------------------------------
Vikas Dhall

Original Message:
Sent: 06-02-2025 07:21
From: Samuel Jillard
Subject: Evaluations Data

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

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

Original Message:
Sent: 05-27-2025 19:16
From: Vikas Dhall
Subject: Evaluations Data

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

#AnalyticsAPI

------------------------------
Vikas Dhall
------------------------------

As the interactions will be based on conversation start date, you would have to workout how far back you want to go. You could add "evaluationFilters":[{"type":"and","predicates":[{"type":"dimension","dimension":"evaluationId","operator":"exists"}]}],"surveyFilters":[]} and this will only show interactions with an evaluation assigned so you are only pulling the interaction with an evaluation  

Thanks, Samuel. That helps.

Further to this, how do we figure out what interval I need to query? how do we know if an evaluation has been assigned to a conversation_ID?

Hope that makes sense.

Regards,

Vikas

Hi @Vikas Dhall,

You would need to include the conversation start date.  The conversation/details API is looking for conversations within the date range, not activities within the date range:
Important The interval will filter based on the conversation start timestamp. Conversations will only be included in the results if their start occurs on a day that the interval touches - Detail Queries

Hope that helps :)

Thanks, Samuel.

Before i raise it with Care, can i pick your brain on the below example, please? This might help in finding out if we are doing something wrong at our end.

Lets say a conversation start date and end date was 1st Jan' 25, and an evaluation get assigned to this conversation on 1st Feb '25 at 9:00 AM AEST. The dataAvailabilityDate was 5:00 PM 1st Feb '25 AEST(i.e.1st Feb '25 7:00 AM UTC). Given the scenario, Q is - 

Do i need to query for the interval from my high watermark (last dataavailabilitydate) to latest dataavailabilitydate (i.e. Feb 1st 5:00 PM AEST) OR from the conversation start date (the conversation to which the evaluation is added i.e. 1st Jan'25) to the latest dataavailabilitydate?

I hope that makes sense.

Thanks,

Vikas

------------------------------
Vikas Dhall

Original Message:
Sent: 06-10-2025 08:48
From: Samuel Jillard
Subject: Evaluations Data

I am not aware of inconstancies outside of the dataAvailability and it having been updated in that in-between period.  If you are consistently seeing this, I would recommend raising this to customer care to investigate

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

Original Message:
Sent: 06-03-2025 02:34
From: Vikas Dhall
Subject: Evaluations Data

Thanks for your reply Sam. Sorry, i didn't provide much detail in my Q.

------------------------------
Vikas Dhall

Original Message:
Sent: 06-02-2025 07:21
From: Samuel Jillard
Subject: Evaluations Data

Hi Vikas,

I guess this would depend on what data you are trying to get. This might be a good one to start with
Evaluation Aggregate Query- Evaluation aggregate queries provide metrics which summarize quality management evaluation data for a specific queue, form, or user.

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

Original Message:
Sent: 05-27-2025 19:16
From: Vikas Dhall
Subject: Evaluations Data

Hi,

What is the recommended practice (API to be used) to get the evaluation data?

Thanks,

#AnalyticsAPI

------------------------------
Vikas Dhall
------------------------------