Genesys Cloud - Main

Hi Team,

We would like to understand whether Genesys Cloud QM supports the following reporting capabilities out of the box:

1. Evaluation Form–Based Reporting
   • Ability to generate reports based on specific evaluation forms
   • Average evaluation score by evaluation form
2. Queue-Based Evaluation Reporting
   • Ability to generate evaluation reports based on queues
   • Average QA score by queue

Additionally, we would like to know:

• Whether these reports are available natively within Genesys Cloud Analytics/Workspace
• If custom reporting or external BI tools are required for the above use cases
• Any limitations or best practices related to evaluation reporting

Please help figuring something out here.

Regards,

Hello Saurav,

You could pull the evaluation info using the API Explorer and then run some calculations based on that data. I'm curious how the community would approach this as well!