Genesys Cloud CX

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  • 1.  HELP PLEASE: Evaluation Reports

    Posted 12-08-2022 11:49
    I understand the Reports will be deprecated and moved into the Workspace. My organization is fairly new to Genesys.

    What I need
    Is there a way to export evaluation form data, aggregated by question, without having to specify an agent, group, role, location, etc? (Need to look at the question-level only)

    What we are trying to do

    Previously, we were on NICE and we were able to run a quality report solely by form name, and then export the aggregated data, by question, to Excel.
    We use evaluation forms to monitor processes and the evaluation is not intended to impact individual agent performance; therefore, we do not want to be forced to select agents, groups, roles, etc.

    Challenge
    I do not see how to run this type of report, in Genesys, or export this information. I do not want to select a queue, group, role, or location. We have too many, making this cumbersome to select when it has no bearing on the data we are looking for (form-level data only, regardless of agent).

    #Reporting/Analytics

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    Nicki Dehn
    AAA Club Alliance
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  • 2.  RE: HELP PLEASE: Evaluation Reports

    Posted 12-08-2022 14:51
    A customer I am currently working with uses eMite to process and report a number of metrics - both real-time and historic. They are also using evaluation forms. Might be worth checking them out.

    HTH

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    Paul Simpson
    Eventus Solutions Group
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  • 3.  RE: HELP PLEASE: Evaluation Reports

    Posted 12-09-2022 16:05
    Hello Nicki,

    You can run evaluations reporting in Noralogix Repo361.
    Reporting and dashboards for Evaluations Question Groups and Questions.
    Also we have RawData API for SQL and Power BI integration.

    Real time https://youtu.be/1lkGZVn24zw
    Historical https://youtu.be/1D6lyb3pMc8

    Some examples:



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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
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  • 4.  RE: HELP PLEASE: Evaluation Reports

    Posted 12-21-2022 09:22
    Thank you for your replies. What specific APIs are you using to pulling the aggregated question data?

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    Nicki Dehn
    AAA Club Alliance
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  • 5.  RE: HELP PLEASE: Evaluation Reports

    Posted 12-21-2022 10:29
    Edited by Warren Beddie 12-21-2022 10:29
    Hi Nicki,
    We dont use standard Genesys Cloud APIs we build our own Genesys Cloud APIs; this is what our clients demand.
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
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  • 6.  RE: HELP PLEASE: Evaluation Reports

    Posted 12-21-2022 10:32
    Thank you for confirming.
    :)

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    Nicki Dehn
    AAA Club Alliance
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  • 7.  RE: HELP PLEASE: Evaluation Reports

    Posted 12-21-2022 11:01
    Hi Nicki,
    No problem you can do it, just remember to have a good support team watching the Genesys backend all the time, then you will be fine.
    Kind Regards

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    Warren Beddie
    Noralogix PTY (Ltd)
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