Hi Brady,
Firstly, congratulations on your Python achievement that is a fantastic achievement. You are at a great age, and you grew up at a time that taught you how to just get things done, a younger generation would have no idea what I'm now talking about.
Over the last 6 years with Noralogix I have had a lot of people ask me similar questions to what you have, they wanted to feel independent and liberated to build their own data spaces using Genesys Cloud. So, I decided to create an unbiased 9-step plan, a plan I believe in order for someone to achieve their Genesys Cloud data goals would need to follow.
This plan also comes from what Noralogix has had to go through as a team over the last 6 years with Genesys Cloud data and integration applications, we are currently at a level where we built an AI engine to monitor Genesys Cloud in real-time for any Genesys Cloud errors thrown at us, our code automatically requests a fix from Genesys, support times are greatly reduced.
Is this saying that there is something wrong with Genesys Cloud, not at all, the exact opposite, but this is an example of what level one must eventually go to, to get 100% accuracy all the time.
What it is also saying is if you follow these 9-steps and you feel like you are ready for them, then you will not be spending your time writing Genesys Cloud Ideas stories and waiting.
If you feel like the 9-step plan is a little much then we can talk about helping you, we have all the tools needed for any client goal. If the 9-step plan is something of interest to you, pop me an email, we can guide you the right way, instead of you being bombarded with the wrong steps to take.
Kind Regards
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Warren Beddie
Noralogix PTY (Ltd)
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Original Message:
Sent: 01-04-2023 12:46
From: Brady Speed
Subject: Export all data based on evaluation form
Hi Warren,
Almost 2 years later, my org has a similar need to report on quality metrics and evaluation forms. I can competently work with the Genesys Cloud API Explorer. I recently learned Python (of which, at age 41, I'm proud of doing so at this stage in the game), and although I have extensive experience as a sys admin managing networks and backend systems, my programming experience is quite limited. I can write code to query and manipulate json data, but how do I go about getting started building out Evaluation report and dashboard applications?
Cheers!
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Brady Speed
Oklahoma Gas and Electric Company
Original Message:
Sent: 04-15-2021 10:39
From: Warren Beddie
Subject: Export all data based on evaluation form
Hi Brianna,
Just to add what George is saying. The Genesys Cloud API's are fantastic. We have built our own Evaluation report and dashboard applications that our clients modify as and when their business demands require changes. Evaluations are fascinating pieces of information and it is very interesting to collaborate with different evaluators in different sectors. Below are some features we have done so far as it is always changing:
- Automatic Queue, Agent, Agent score drill down - only run query once for 3 reports
- Drill down to Agent Score under 90% with Interaction ID's
- Highlighting under 90% questions
- Evaluating the Evaluator
- Evaluating the Queue
- Real time Evaluation dashboarding
- Exporting - Print, Excel, PDF, CSV
Not sure if this is of any help to you, let me know if you require any other info, glad to help.
Kind Regards
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warren beddie
Noralogix PTY (Ltd)
warren@noralogix.com
Original Message:
Sent: 06-12-2020 14:57
From: Brianna Murray
Subject: Export all data based on evaluation form
I'm trying to find a way to export all the data related to evaluation forms. I'm currently having my team not only process evaluations and audits in PureCloud but also in a separate database with all the same questions and answers in order to drill into where the gaps are in the contact center. This leaves a lot of room for error and is time consuming since they are having to do double entry.
I have yet to find a way to simply export all evals based on the evaluation form used that outlines the agent, the questions and corresponding answer, and then the scores for both overall and critical. Knowing the questions and corresponding answers is vital in reporting the gaps where we need to make improvements and helps create actionable data points not only for the organization but for the agent them self.
#QualityManagement
#Reporting/Analytics
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Brianna Murray
Bright Horizons Family Solutions LLC
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