Hi everyone,

Still new to GCloud, and wondering if perhaps we're just missing a few existing features (quality reporting).  If not, we may have a few requests for the future.

1) We would love to see how many agents missed on a specific question so we can more easily identify trends.

2) We would like to see our notes BY QUESTION (our quality analyst will add comments for each agent but we can't currently tie that back to themes......or sort by question).

Any help appreciated!

Hi Mike, 

Not just you missing a few features around quality reporting.

For the first one, you might be able to achieve that with critical questions, which does have its own score metric, not a count though.

Out of the box in the UI you really just get average scores. The APIs are there that will give you by question, but it has limitation around requesting all evaluations by queue for example. But if you can pull these by evaluator or by agent into your own data and reporting platforms that may give you what you need.

Otherwise check out and vote for the following idea: 

https://genesyscloud.ideas.aha.io/ideas/WEM-I-316 - which has been merged with https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1398 so should cover your use case. - This is marked as Upcoming Development so its been accepted and is being worked on, but not going to see it for a little while.