Genesys Cloud - Main

Hello!

Is there a way to create a report/trend related to average scores for each question in an evaluation form? I could have sworn that when my organization received a demo of Genesys, we were shown that we could trend this information, but I haven't been able to find it anyway. It doesn't seem like I can create any reporting for QA, in fact. 

Thanks! 

Hi Nenad,

I understand you're looking for GUI within Genesys Cloud that can display trends per evaluation forms, question groups, and questions. By default, Genesys Cloud does not offer such a GUI directly. However, there is a solution through the use of third-party applications available on AppFoundry. 

One such application that might meet your requirements is available through "Repo 361". This application, developed by Noralogix, an AppFoundry partner, is tailored for analytics within the Genesys Cloud call center environment. It offers comprehensive reporting and analytics tools, including the ability to monitor trends per evaluation forms, question groups, and questions.

Also, you can use Genesys Cloud API to extract data and build your own reporting.

Best regards, Taras

www.noralogix.com

This is something that has put my organization off using Genesys for evaluations currently. Even with the APIs you have to call the api for either every agent or every evaluator or every interaction, you can't do it by queue, and there is limitation around the time period you can do it for etc. 

Luckily this is being worked on, hopefully they will release a UI for it as well as the APIs.

https://genesyscloud.ideas.aha.io/ideas/WEM-I-316

Nenad, please refer to the idea that Anton shared above, you can use that track the progress on that topic. The team is actively working on it and looking to get it out in Q4 this year!