Workforce Engagement Management

Dear WFM product management,

I follow up closely all WFM topics and found out recently that Evaluation API GET /api/v2/quality/evaluations/query has changed when previously it returned all evaluations with different status, it is now only returning the finished status. I understand that the GU standard Agent Activity page only needs to display finished evaluations, but don't get why the API stopped returning all other status values when you filter on agentUserId only. Interestingly enough, when you add the conversationId in the filter it returns the evaluation with status InProgress.

My request here is for Genesys to consider impact any third party tools using GC APIs by changing backend API endpoints. I couldn't see anything about this change May be someone from WFM community can help point out this change that I missed? No indication on Genesys developer site or resource center that the API is now filtering finished evaluations when previously it did return other status values.

What's the rationale for this change at API level? It just prevents users (of the API) to retrieve all evaluations based on agentUserId. 

Thanks
Regards
Hichem

Hi Hichem,

The team looked into this issue you mentioned and couldn't reproduce the reported problem. We are not expecting any change in the evaluations query API, can you please direct your question to Care to open up a ticket so they can follow up and gather more info. Thank you!

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 04-28-2023 03:41
From: Hichem Agrebi
Subject: Evaluations: API changes not documented

Dear WFM product management,

I follow up closely all WFM topics and found out recently that Evaluation API GET /api/v2/quality/evaluations/query has changed when previously it returned all evaluations with different status, it is now only returning the finished status. I understand that the GU standard Agent Activity page only needs to display finished evaluations, but don't get why the API stopped returning all other status values when you filter on agentUserId only. Interestingly enough, when you add the conversationId in the filter it returns the evaluation with status InProgress.

My request here is for Genesys to consider impact any third party tools using GC APIs by changing backend API endpoints. I couldn't see anything about this change May be someone from WFM community can help point out this change that I missed? No indication on Genesys developer site or resource center that the API is now filtering finished evaluations when previously it did return other status values.

What's the rationale for this change at API level? It just prevents users (of the API) to retrieve all evaluations based on agentUserId. 

Thanks
Regards
Hichem

#QualityManagement

------------------------------
Hichem Agrebi
------------------------------

Thanks Herrick, 
You should be able to reproduce the issue if you execute the 2 following API requests

- Use case1: GET /api/v2/quality/evaluations/query and provide the agentUserId and isReleased=false then you get no evaluations (as it only looks forfinished ones and they are excluded with isReleased=false)
- Use case2: GET /api/v2/quality/evaluations/query and provide the agentUserId and ConversationId and isReleased=false then you get pending and inProgress evaluations

In the past the query1 used to return pending and inProgress evaluations as well and now it doesn't anymore. These details aren't documented anywhere and I would expect that both API calls return the same result.

The point is not that whether you or we should expect a change but a change has happened and unclear exactly when. If I raise a case with Genesys Care I will get the typical response back "works as designed" hence my question to the forum here. I will raise it with Genesys Care to try to prove myself wrong then :)

------------------------------
Hichem Agrebi

Original Message:
Sent: 05-02-2023 10:58
From: Herrick Mai
Subject: Evaluations: API changes not documented

Hi Hichem,

The team looked into this issue you mentioned and couldn't reproduce the reported problem. We are not expecting any change in the evaluations query API, can you please direct your question to Care to open up a ticket so they can follow up and gather more info. Thank you!

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 04-28-2023 03:41
From: Hichem Agrebi
Subject: Evaluations: API changes not documented

Dear WFM product management,

I follow up closely all WFM topics and found out recently that Evaluation API GET /api/v2/quality/evaluations/query has changed when previously it returned all evaluations with different status, it is now only returning the finished status. I understand that the GU standard Agent Activity page only needs to display finished evaluations, but don't get why the API stopped returning all other status values when you filter on agentUserId only. Interestingly enough, when you add the conversationId in the filter it returns the evaluation with status InProgress.

My request here is for Genesys to consider impact any third party tools using GC APIs by changing backend API endpoints. I couldn't see anything about this change May be someone from WFM community can help point out this change that I missed? No indication on Genesys developer site or resource center that the API is now filtering finished evaluations when previously it did return other status values.

What's the rationale for this change at API level? It just prevents users (of the API) to retrieve all evaluations based on agentUserId. 

Thanks
Regards
Hichem

#QualityManagement

------------------------------
Hichem Agrebi
------------------------------