Workforce Engagement Management

Hello,

You can use the /api/v2/quality/evaluations/search API to report on evaluation data at scale - including automated evaluations.

By adding "systemSubmitted": true to your request, you can filter results to include only evaluations submitted by the system (Virtual Supervisor).

This approach helps you:

• Report on automated quality scores for a defined time period

• Analyze performance for a specific agent or group of agents

• Calculate average and statistical metrics across evaluations

• Build dashboards or external reports using aggregated data

Example request

The following example retrieves automated evaluations submitted between January 28 and February 28, 2026, for a specific agent. It returns aggregated scoring metrics, including averages and statistical summaries.

{
  "systemSubmitted": true,
  "query": [
    {
      "type": "DATE_RANGE",
      "startValue": "2026-01-28T05:00:00.000Z",
      "endValue": "2026-02-28T05:00:00.000Z",
      "field": "submittedDate",
      "operator": "AND"
    },
    {
      "type": "EXACT",
      "field": "agentId",
      "value": "0b0cc578-05bf-41d1-985e-4b020f0821fb",
      "operator": "AND"
    }
  ],
  "sortBy": "submittedDate",
  "sortOrder": "DESC",
  "pageNumber": 1,
  "pageSize": 0,
  "aggregations": [
    {
      "field": "totalScore",
      "name": "AVG totalScore",
      "type": "AVERAGE"
    },
    {
      "name": "AVG totalCriticalScore",
      "field": "totalCriticalScore",
      "type": "AVERAGE"
    },
    {
      "name": "Stats totalScore",
      "field": "totalScore",
      "type": "STATS"
    },
    {
      "name": "Stats totalCriticalScore",
      "field": "totalCriticalScore",
      "type": "STATS"
    }
  ]
}

Key points

• Set "systemSubmitted": true to return only automated evaluations.

• Use DATE_RANGE filters to define the reporting window.

• Add EXACT filters such as agentId to narrow results.

• Use aggregations like AVERAGE and STATS to calculate metrics without retrieving every record.

• Set "pageSize": 0 when you only need aggregated results.

Regards,

#AIScoring(VirtualSupervisor)
#QualityEvaluations
#SpeechandTextAnalytics

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
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