Genesys Cloud - Main

The steps at the bottom of this post outline how to reproduce the Agent Quality Details report, but I've found 2 critical issues and I'm hoping someone might be able to help me understand how to account for them.

1. Instead of being able to export data for multiple agents (that report to a leader) the steps explain to look at one agent at a time and setup your export.  This would be very time consuming and inefficient for 200+ agents.
2. Even if we setup the export for one agent at a time, when setting the time period (last month for example) the evaluation data shown only lists evaluations released in that month regardless of the interaction date.  In most cases, 75-90% of evaluations are done and released in the month following the month where the interaction took place.  This means we would have to run 2 exports per agent to find and reconcile the data for the month where the interaction took place.
   • See attachments (2)

Any help is appreciated.

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Deprecation: Canned reports - Genesys Cloud Resource Center (mypurecloud.com)

To reproduce the Agent Quality Details report:

1. Navigate to Performance > Workspace > Employee Engagement and select Agent Evaluation.
2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Evaluation Summary view.
3. In the Agent Evaluation Details view select the following default columns:
   
   
   Note: The column list below is a default column list for the Agent Quality Details report. You can select different columns based on your business needs.
   
   
   • Interaction Date/Time
   • Evaluation Date/Time
   • Evaluator
   • Media Type
   • Score
   • Critical Score
   
   
4. Open the Export panel.
5. Select Selected columns to export the columns you selected for the view.
6. Configure additional options according to your needs and set your schedule.  

Hi Eric,

Thanks for the feedback. We are going to address this gap and we will also look into showing the dates for both the interaction and evaluation as part of this effort. Here's the idea for your reference: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1312

Thanks,

The steps at the bottom of this post outline how to reproduce the Agent Quality Details report, but I've found 2 critical issues and I'm hoping someone might be able to help me understand how to account for them.

1. Instead of being able to export data for multiple agents (that report to a leader) the steps explain to look at one agent at a time and setup your export.  This would be very time consuming and inefficient for 200+ agents.
2. Even if we setup the export for one agent at a time, when setting the time period (last month for example) the evaluation data shown only lists evaluations released in that month regardless of the interaction date.  In most cases, 75-90% of evaluations are done and released in the month following the month where the interaction took place.  This means we would have to run 2 exports per agent to find and reconcile the data for the month where the interaction took place.
   • See attachments (2)

Any help is appreciated.

--------------------------------------------------------------------------------------------------------------------------------------------------------------

Deprecation: Canned reports - Genesys Cloud Resource Center (mypurecloud.com)

To reproduce the Agent Quality Details report:

1. Navigate to Performance > Workspace > Employee Engagement and select Agent Evaluation.
2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Evaluation Summary view.
3. In the Agent Evaluation Details view select the following default columns:
   
   
   Note: The column list below is a default column list for the Agent Quality Details report. You can select different columns based on your business needs.
   
   
   • Interaction Date/Time
   • Evaluation Date/Time
   • Evaluator
   • Media Type
   • Score
   • Critical Score
   
   
4. Open the Export panel.
5. Select Selected columns to export the columns you selected for the view.
6. Configure additional options according to your needs and set your schedule.  

Hi Nikhil,

Am I right in saying that Genesys has depreciated the Agent Quality Details Report (19-April-23) without enabling the above feature to allow for multiple agents in one report? We are in a bit of a tight spot now as it looks like we're going to have to create a separate report for each agent which is of course time consuming. Is there an ETA on when the idea might be delivered?

Cheers,

Hi Eric,

Thanks for the feedback. We are going to address this gap and we will also look into showing the dates for both the interaction and evaluation as part of this effort. Here's the idea for your reference: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1312

Thanks,

The steps at the bottom of this post outline how to reproduce the Agent Quality Details report, but I've found 2 critical issues and I'm hoping someone might be able to help me understand how to account for them.

1. Instead of being able to export data for multiple agents (that report to a leader) the steps explain to look at one agent at a time and setup your export.  This would be very time consuming and inefficient for 200+ agents.
2. Even if we setup the export for one agent at a time, when setting the time period (last month for example) the evaluation data shown only lists evaluations released in that month regardless of the interaction date.  In most cases, 75-90% of evaluations are done and released in the month following the month where the interaction took place.  This means we would have to run 2 exports per agent to find and reconcile the data for the month where the interaction took place.
   • See attachments (2)

Any help is appreciated.

--------------------------------------------------------------------------------------------------------------------------------------------------------------

Deprecation: Canned reports - Genesys Cloud Resource Center (mypurecloud.com)

To reproduce the Agent Quality Details report:

1. Navigate to Performance > Workspace > Employee Engagement and select Agent Evaluation.
2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Evaluation Summary view.
3. In the Agent Evaluation Details view select the following default columns:
   
   
   Note: The column list below is a default column list for the Agent Quality Details report. You can select different columns based on your business needs.
   
   
   • Interaction Date/Time
   • Evaluation Date/Time
   • Evaluator
   • Media Type
   • Score
   • Critical Score
   
   
4. Open the Export panel.
5. Select Selected columns to export the columns you selected for the view.
6. Configure additional options according to your needs and set your schedule.  

Hello @Jael Hogan  - only the new report creation functionality has been disabled for agent quality details report. If there are existing reports, you can copy/ modify and continue running the report schedules. We are close to releasing the beta in a couple of weeks and we can enable the beta for your org as soon as we release it.

Thanks,

Hi Nikhil,

Am I right in saying that Genesys has depreciated the Agent Quality Details Report (19-April-23) without enabling the above feature to allow for multiple agents in one report? We are in a bit of a tight spot now as it looks like we're going to have to create a separate report for each agent which is of course time consuming. Is there an ETA on when the idea might be delivered?

Cheers,

Hi Eric,

Thanks for the feedback. We are going to address this gap and we will also look into showing the dates for both the interaction and evaluation as part of this effort. Here's the idea for your reference: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1312

Thanks,

The steps at the bottom of this post outline how to reproduce the Agent Quality Details report, but I've found 2 critical issues and I'm hoping someone might be able to help me understand how to account for them.

1. Instead of being able to export data for multiple agents (that report to a leader) the steps explain to look at one agent at a time and setup your export.  This would be very time consuming and inefficient for 200+ agents.
2. Even if we setup the export for one agent at a time, when setting the time period (last month for example) the evaluation data shown only lists evaluations released in that month regardless of the interaction date.  In most cases, 75-90% of evaluations are done and released in the month following the month where the interaction took place.  This means we would have to run 2 exports per agent to find and reconcile the data for the month where the interaction took place.
   • See attachments (2)

Any help is appreciated.

--------------------------------------------------------------------------------------------------------------------------------------------------------------

Deprecation: Canned reports - Genesys Cloud Resource Center (mypurecloud.com)

To reproduce the Agent Quality Details report:

1. Navigate to Performance > Workspace > Employee Engagement and select Agent Evaluation.
2. If you would like to run a report with one user, select the user of your choice from the list in the Agent Evaluation Summary view.
3. In the Agent Evaluation Details view select the following default columns:
   
   
   Note: The column list below is a default column list for the Agent Quality Details report. You can select different columns based on your business needs.
   
   
   • Interaction Date/Time
   • Evaluation Date/Time
   • Evaluator
   • Media Type
   • Score
   • Critical Score
   
   
4. Open the Export panel.
5. Select Selected columns to export the columns you selected for the view.
6. Configure additional options according to your needs and set your schedule.