Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Call assessments

    Posted 05-27-2021 10:05
    Edited by Kelly Quarles 05-27-2021 10:53
    No replies, thread closed.
    I have a Business requesting to know the answers to their questions, and I am trying to locate the information on the Resource Center, but not successful. I figured I would request from the Community.

    How long are custom individual call assessments/evaluations forms stored in Genesys that they created?
    Is there a way to export a PDF of a call assessment and the coaching notes for calls?

    Thank you in advance for any assistance that can be provided.
    #Unsure/Other

    ------------------------------
    Kelly Quarles
    Firstgroup America, Inc.
    ------------------------------


  • 2.  RE: Call assessments

    Posted 05-27-2021 17:37
    No replies, thread closed.
    As far as I know, all that data is stored as long as the conversation data is stored, which is as long as you have the platform.  I know of no report or export of Evaluations or Coaching notes in the UI, but these API's will allow for it:  /api/v2/quality/evaluations/query and /api/v2/coaching/appointments/.  You need to play some JSON kungfu with the GUIDs to create a real report, but all data is there.  Avtex has done some of that in Power BI for some customers.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content