How to export quality evaluation results to external BI tool via API

Genesys Cloud WFM
1

I want to export the quality scores to feed my predictive routing agent models.

Our ML models perform much better when we feed them QA scores alongside standard handle times. What is the most efficient way to export quality evaluation results to an external BI tool via the API?

2

We export them constantly to feed our agent leaderboards.

In our gamification platform, agents earn badges for hitting 95%+ on their QA scores. We need that data flowing in near real-time so the agents feel rewarded immediately after an evaluation is completed. The HR team relies on this for monthly bonuses.

3

The most resilient cloud architecture for this is an EventBridge integration.

Do not poll the API. Configure an AWS EventBridge integration in Genesys Cloud and subscribe to the v2.quality.evaluations topic. When an evaluation is published, the JSON payload drops directly onto your EventBridge bus. From there, you can route it to Amazon Kinesis and directly into Redshift for your BI tool.

# CloudFormation snippet for the Event Rule
Type: AWS::Events::Rule
Properties: 
  EventPattern: 
    source: 
      - "aws.partner/genesys.com"
  Targets: 
    - Arn: !GetAtt KinesisFirehose.Arn
      Id: "QualityDataLake"
4

I tried to write a script to do this using api.get_quality_evaluations() but it only returns 25 at a time.

# My broken script
evals = api.get_quality_evaluations(conversation_id)

I didn’t realize there was an EventBridge option! I will try to learn how to use AWS instead of doing it manually in Python. Sorry for missing the obvious solution.