Workforce Engagement Management

You can now access form, question group, question, and answer-level evaluation data for completed Quality evaluations programmatically through Genesys Cloud. These new capabilities extend beyond aggregating form scores and unlock deep visibility into how evaluations perform at every level-helping Quality leaders, analysts, and developers pinpoint trends, gaps, and coaching opportunities with precision. 

What you can do with the Question-Level Reporting APIs 

These public APIs allow administrators and developers to: 

How it works 

Question-level reporting builds on the existing Evaluation Aggregates and Evaluation Search APIs, expanding them to expose granular evaluation metrics once data processing is complete. 

Key concepts include: 

Once queried, results return aggregated data that reflects evaluation performance across the selected dimensions. 

API Use Cases 

Query evaluation data (form, group, question, and answer level) 

Common use cases 

Example: Get all evaluations released in the last month for a specified form 

The following query returns all released evaluations for the specified form, ordered by most recently released. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ] 

  "pageNumber": 1, 

 "pageSize": 50, 

 "sortOrder": "DESC", 

 "sortBy": "releaseDate" 

} 

Building on top of this with a simple aggregation, it's possible to get the average total score of all evaluations returned in the previous query with the following request: 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "pageNumber": 1, 

  "aggregations": [ 

    { 

      "field": "totalScore", 

      "type": "AVERAGE", 

      "name": "avgScore" 

    } 

  ] 

} 

Which would return a response like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "avgScore": { 
     "value": 85 
   } 
 } 
} 

Example: Agreement rate for all AI configured questions within a specified evaluation form 

Below is a query to get the number of times each question of a specified form has been successfully AI Scored (meaning the AI selected option matches the actual selected option), where true corresponds with a case of the AI selection matching, and false corresponding with a case of the selection not matching. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "submittedDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2025-12-28T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "evaluationStatus", 

      "values": [ 

        "Finished" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "aggregations": [ 

    { 

      "name": "by_question_id", 

      "field": "questionId", 

      "type": "TERM", 

      "subAggregations": [ 

        { 

          "name": "questionAiScored", 

          "field": "questionAiScored", 

          "type": "TERM" 

        } 

      ] 

    } 

  ], 

  "pageNumber": 1 

} 

For the request above, the response would look like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "byQuestionId": { 
     "documentCountErrorUpperBound": 0, 
     "sumOtherDocumentCount": 0, 
     "buckets": [ 
       { 
         "key": "bac11fb1-3483-42c8-a393-e848bbc84ab8", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 2, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 8, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         }, 

      { 
         "key": "769a010e-6f32-41b6-83d6-3a89182242be", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         } 
       } 
     ] 
   } 
 } 
} 

The results indicate that the questions with ids bac11fb1-3483-42c8-a393-e848bbc84ab8 and 769a010e-6f32-41b6-83d6-3a89182242be have agreement rates of 80% and 50% respectively, out of 10 cases where an evaluation was completed with said question being answered. 

What's next 

Building on these new question-level reporting APIs, we are targeting Q2 to introduce the new Evaluation Performance analytics view that provides a clear, intuitive way for Quality leaders and supervisors to explore evaluation results without relying on custom reporting or API integrations. 

This upcoming UI experience will allow users to: 

You can now access form, question group, question, and answer-level evaluation data for completed Quality evaluations programmatically through Genesys Cloud. These new capabilities extend beyond aggregating form scores and unlock deep visibility into how evaluations perform at every level-helping Quality leaders, analysts, and developers pinpoint trends, gaps, and coaching opportunities with precision. 

What you can do with the Question-Level Reporting APIs 

These public APIs allow administrators and developers to: 

How it works 

Question-level reporting builds on the existing Evaluation Aggregates and Evaluation Search APIs, expanding them to expose granular evaluation metrics once data processing is complete. 

Key concepts include: 

Once queried, results return aggregated data that reflects evaluation performance across the selected dimensions. 

API Use Cases 

Query evaluation data (form, group, question, and answer level) 

Common use cases 

Example: Get all evaluations released in the last month for a specified form 

The following query returns all released evaluations for the specified form, ordered by most recently released. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ] 

  "pageNumber": 1, 

 "pageSize": 50, 

 "sortOrder": "DESC", 

 "sortBy": "releaseDate" 

} 

Building on top of this with a simple aggregation, it's possible to get the average total score of all evaluations returned in the previous query with the following request: 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "pageNumber": 1, 

  "aggregations": [ 

    { 

      "field": "totalScore", 

      "type": "AVERAGE", 

      "name": "avgScore" 

    } 

  ] 

} 

Which would return a response like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "avgScore": { 
     "value": 85 
   } 
 } 
} 

Example: Agreement rate for all AI configured questions within a specified evaluation form 

Below is a query to get the number of times each question of a specified form has been successfully AI Scored (meaning the AI selected option matches the actual selected option), where true corresponds with a case of the AI selection matching, and false corresponding with a case of the selection not matching. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "submittedDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2025-12-28T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "evaluationStatus", 

      "values": [ 

        "Finished" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "aggregations": [ 

    { 

      "name": "by_question_id", 

      "field": "questionId", 

      "type": "TERM", 

      "subAggregations": [ 

        { 

          "name": "questionAiScored", 

          "field": "questionAiScored", 

          "type": "TERM" 

        } 

      ] 

    } 

  ], 

  "pageNumber": 1 

} 

For the request above, the response would look like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "byQuestionId": { 
     "documentCountErrorUpperBound": 0, 
     "sumOtherDocumentCount": 0, 
     "buckets": [ 
       { 
         "key": "bac11fb1-3483-42c8-a393-e848bbc84ab8", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 2, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 8, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         }, 

      { 
         "key": "769a010e-6f32-41b6-83d6-3a89182242be", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         } 
       } 
     ] 
   } 
 } 
} 

The results indicate that the questions with ids bac11fb1-3483-42c8-a393-e848bbc84ab8 and 769a010e-6f32-41b6-83d6-3a89182242be have agreement rates of 80% and 50% respectively, out of 10 cases where an evaluation was completed with said question being answered. 

What's next 

Building on these new question-level reporting APIs, we are targeting Q2 to introduce the new Evaluation Performance analytics view that provides a clear, intuitive way for Quality leaders and supervisors to explore evaluation results without relying on custom reporting or API integrations. 

This upcoming UI experience will allow users to: 

You can now access form, question group, question, and answer-level evaluation data for completed Quality evaluations programmatically through Genesys Cloud. These new capabilities extend beyond aggregating form scores and unlock deep visibility into how evaluations perform at every level-helping Quality leaders, analysts, and developers pinpoint trends, gaps, and coaching opportunities with precision. 

What you can do with the Question-Level Reporting APIs 

These public APIs allow administrators and developers to: 

How it works 

Question-level reporting builds on the existing Evaluation Aggregates and Evaluation Search APIs, expanding them to expose granular evaluation metrics once data processing is complete. 

Key concepts include: 

Once queried, results return aggregated data that reflects evaluation performance across the selected dimensions. 

API Use Cases 

Query evaluation data (form, group, question, and answer level) 

Common use cases 

Example: Get all evaluations released in the last month for a specified form 

The following query returns all released evaluations for the specified form, ordered by most recently released. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ] 

  "pageNumber": 1, 

 "pageSize": 50, 

 "sortOrder": "DESC", 

 "sortBy": "releaseDate" 

} 

Building on top of this with a simple aggregation, it's possible to get the average total score of all evaluations returned in the previous query with the following request: 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "pageNumber": 1, 

  "aggregations": [ 

    { 

      "field": "totalScore", 

      "type": "AVERAGE", 

      "name": "avgScore" 

    } 

  ] 

} 

Which would return a response like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "avgScore": { 
     "value": 85 
   } 
 } 
} 

Example: Agreement rate for all AI configured questions within a specified evaluation form 

Below is a query to get the number of times each question of a specified form has been successfully AI Scored (meaning the AI selected option matches the actual selected option), where true corresponds with a case of the AI selection matching, and false corresponding with a case of the selection not matching. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "submittedDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2025-12-28T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "evaluationStatus", 

      "values": [ 

        "Finished" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "aggregations": [ 

    { 

      "name": "by_question_id", 

      "field": "questionId", 

      "type": "TERM", 

      "subAggregations": [ 

        { 

          "name": "questionAiScored", 

          "field": "questionAiScored", 

          "type": "TERM" 

        } 

      ] 

    } 

  ], 

  "pageNumber": 1 

} 

For the request above, the response would look like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "byQuestionId": { 
     "documentCountErrorUpperBound": 0, 
     "sumOtherDocumentCount": 0, 
     "buckets": [ 
       { 
         "key": "bac11fb1-3483-42c8-a393-e848bbc84ab8", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 2, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 8, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         }, 

      { 
         "key": "769a010e-6f32-41b6-83d6-3a89182242be", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         } 
       } 
     ] 
   } 
 } 
} 

The results indicate that the questions with ids bac11fb1-3483-42c8-a393-e848bbc84ab8 and 769a010e-6f32-41b6-83d6-3a89182242be have agreement rates of 80% and 50% respectively, out of 10 cases where an evaluation was completed with said question being answered. 

What's next 

Building on these new question-level reporting APIs, we are targeting Q2 to introduce the new Evaluation Performance analytics view that provides a clear, intuitive way for Quality leaders and supervisors to explore evaluation results without relying on custom reporting or API integrations. 

This upcoming UI experience will allow users to: 

You can now access form, question group, question, and answer-level evaluation data for completed Quality evaluations programmatically through Genesys Cloud. These new capabilities extend beyond aggregating form scores and unlock deep visibility into how evaluations perform at every level-helping Quality leaders, analysts, and developers pinpoint trends, gaps, and coaching opportunities with precision. 

What you can do with the Question-Level Reporting APIs 

These public APIs allow administrators and developers to: 

How it works 

Question-level reporting builds on the existing Evaluation Aggregates and Evaluation Search APIs, expanding them to expose granular evaluation metrics once data processing is complete. 

Key concepts include: 

Once queried, results return aggregated data that reflects evaluation performance across the selected dimensions. 

API Use Cases 

Query evaluation data (form, group, question, and answer level) 

Common use cases 

Example: Get all evaluations released in the last month for a specified form 

The following query returns all released evaluations for the specified form, ordered by most recently released. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ] 

  "pageNumber": 1, 

 "pageSize": 50, 

 "sortOrder": "DESC", 

 "sortBy": "releaseDate" 

} 

Building on top of this with a simple aggregation, it's possible to get the average total score of all evaluations returned in the previous query with the following request: 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "releaseDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2026-01-01T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "released", 

      "values": [ 

        "true" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "pageNumber": 1, 

  "aggregations": [ 

    { 

      "field": "totalScore", 

      "type": "AVERAGE", 

      "name": "avgScore" 

    } 

  ] 

} 

Which would return a response like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "avgScore": { 
     "value": 85 
   } 
 } 
} 

Example: Agreement rate for all AI configured questions within a specified evaluation form 

Below is a query to get the number of times each question of a specified form has been successfully AI Scored (meaning the AI selected option matches the actual selected option), where true corresponds with a case of the AI selection matching, and false corresponding with a case of the selection not matching. 

{ 

  "query": [ 

    { 

      "type": "DATE_RANGE", 

      "field": "submittedDate", 

      "startValue": "2025-12-01T00:00:00.000Z", 

      "endValue": "2025-12-28T00:00:00.000Z" 

    }, 

    { 

      "type": "EXACT", 

      "field": "formId", 

      "operator": "AND", 

      "value": "fbca658b-47be-4912-93f3-7dcc69c433a0" 

    }, 

    { 

      "type": "EXACT", 

      "field": "evaluationStatus", 

      "values": [ 

        "Finished" 

      ], 

      "operator": "AND" 

    } 

  ], 

  "aggregations": [ 

    { 

      "name": "by_question_id", 

      "field": "questionId", 

      "type": "TERM", 

      "subAggregations": [ 

        { 

          "name": "questionAiScored", 

          "field": "questionAiScored", 

          "type": "TERM" 

        } 

      ] 

    } 

  ], 

  "pageNumber": 1 

} 

For the request above, the response would look like this: 

{ 
 "pageSize": 0, 
 "pageNumber": 1, 
 "results": [], 
 "aggregations": { 
   "byQuestionId": { 
     "documentCountErrorUpperBound": 0, 
     "sumOtherDocumentCount": 0, 
     "buckets": [ 
       { 
         "key": "bac11fb1-3483-42c8-a393-e848bbc84ab8", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 2, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 8, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         }, 

      { 
         "key": "769a010e-6f32-41b6-83d6-3a89182242be", 
         "documentCount": 10, 
         "subAggregations": { 
           "questionAiScored": { 
             "documentCountErrorUpperBound": 0, 
             "sumOtherDocumentCount": 0, 
             "buckets": [ 
               { 
                 "key": "false", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               }, 
               { 
                 "key": "true", 
                 "documentCount": 5, 
                 "subAggregations": {} 
               } 
             ] 
           } 
         } 
       } 
     ] 
   } 
 } 
} 

The results indicate that the questions with ids bac11fb1-3483-42c8-a393-e848bbc84ab8 and 769a010e-6f32-41b6-83d6-3a89182242be have agreement rates of 80% and 50% respectively, out of 10 cases where an evaluation was completed with said question being answered. 

What's next 

Building on these new question-level reporting APIs, we are targeting Q2 to introduce the new Evaluation Performance analytics view that provides a clear, intuitive way for Quality leaders and supervisors to explore evaluation results without relying on custom reporting or API integrations. 

This upcoming UI experience will allow users to: