Workforce Engagement Management

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  • 1.  QA Report Question

    Posted 03-29-2023 15:06


    Is there a way to run a report based on a specific question in a QA evaluation? 

    #Genesys Cloud CX
    #Workforce Engagement Management
    #Performance Management
    #Interaction Analytics

    Addison Hild

  • 2.  RE: QA Report Question

    Posted 03-30-2023 09:15

    Hi Addison - 

    Unfortunately, that cannot be done in the system today.  To get that information, you have a few options:

    Go into each evaluation and check the question and answer. 
    That data would need to be extracted from the API a report built off of the subsequent data return. 
    An integration would need to be added on to Genesys Cloud that performs the API pull and report work for you.

    I see you are from Athene.  Early next week I'll be installing TTEC Insights, which will pull that data for you (along with quite a bit more) and provide a report to display that data.  

    Stay tuned!! 


    Trent Vance
    TTEC Digital, LLC fka Avtex Solutions, LLC

  • 3.  RE: QA Report Question

    Posted 03-31-2023 02:54

    Hi Addison, Slidy Data Mart on AppFoundry does extract all Genesys Cloud data including Evaluations and much more> We do extract all conversation aggregate data as well as conversation details with all its dimensions in addition to custom reports that you can consume via MS PowerBI or multiple other reporting tools without having to know about Genesys Cloud APIs.

    Hichem Agrebi
    CC-Expertise Ltd

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