Genesys is looking at some ideas like these. You can vote and come up with other ideas. The data is all in the lake, but you would have to extract and report on that for now.
Agent scores by evaluation form | Genesys Cloud Ideas Portal (aha.io)
Agent Quality Details Report - Ability to | Genesys Cloud Ideas Portal (aha.io)
Reporting at question and section level | Genesys Cloud Ideas Portal (aha.io)
Add Quality Evaluations as a metric for | Genesys Cloud Ideas Portal (aha.io)
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-01-2023 21:03
From: Evelisa Rivera
Subject: Agent Quality Details Report. - Possible Edits or Add on's to report?
Hi Again,
Hoping I can get clarification regarding the Agent Quality Detail Report which comes from an evaluation form created to audit agents performance.
Currently the report is just a high level summary report? We are looking to be able to make edits to the report to allow us to include all items on the form and its individual scoring. The report would need to include all parameters of the form.
Any new reports coming in the future or is there such report?
Thanks for your help!
#QualityManagement
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Evelisa Rivera
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