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Number of evaluations for yesterday report via GUI differs from evaluations exported to csv. (Interactions Report)

  • 1.  Number of evaluations for yesterday report via GUI differs from evaluations exported to csv. (Interactions Report)

    Posted 11-28-2023 12:31

    Hi. 

    We export data from Genesys to our own datahub for further reporting.

    We have a particular problem with evaluations in that many seem to be missing when we export them to our data hub on a nightly basis.

    This is causing us problems with MI.

    Performing cross checking I have noticed if I run an interactions report for yesterday and filter by "Has evaluation" the report produces 70 records on the GUI. A mix of completed, pending, in progress and sometimes deleted evaluations. 

    However if I export the same report to CSV I only get 15 evaluations. Where are the other 55?

    Q1 - Why would get 2 different answers GUI vs Exported Data checking the previous days data.

    Q2 - Does anybody know if a batch update takes place for evaluations e.g. every 3 hours or nightly to bring GUI vs Export inline (when you review data from 2 or 3 days earlier everything seems to be there.  Does simply mean we have to delay our process for a few more hours.

    Q3 - Which API should be using if we want the report we run from our data hub to reflect all evaluations completed up to yesterday. Using our current API we get missing evaluations.

    We are using

    /api/v2/audits/query and
    /api/v2/audits/query/{transactionId}/results    .

    to find created or modified evaluations 

    and 

    /api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}     to retrieve these interactions.

    Iain


    #QualityManagement
    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Iain Martin
    BNP PARIBAS PERSONAL FINANCE SA
    ------------------------------


  • 2.  RE: Number of evaluations for yesterday report via GUI differs from evaluations exported to csv. (Interactions Report)

    GENESYS
    Posted 12-11-2023 14:41

    Hey Iain, I suggest you open a SERVOPS ticket, so that further investigation can occur on this.



    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------

    Original Message


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