Hey guys. I am working on an ETL pipeline to migrate three years of historical quality management data from an old Avaya system into Genesys Cloud. We need the historical evaluations loaded so the WFM engine and supervisor dashboards have continuity. I built a script to push the data, but it appears the /api/v2/quality/evaluations endpoint only allows me to create evaluations for existing Genesys Cloud interactions. Since these historical calls happened on the old platform, there are no conversation IDs in Genesys Cloud to link them to. Is there a bulk import API for historical quality scores, or are we just out of luck for migrating old QM data?
Greetings. As an architect who has overseen numerous enterprise migrations, I can confirm that this is a definitive platform limitation. The Genesys Cloud Quality Management architecture strictly requires a valid, native conversationId to associate any evaluation record.
It is fundamentally impossible to import historical quality evaluations for interactions that were not processed by the Genesys Cloud media servers. The standard industry practice for this scenario is to extract the legacy quality management data into a separate business intelligence tool or a cold storage data lake.
You will need to utilize external dashboards to report on the historical data, while utilizing Genesys Cloud exclusively for interactions occurring post migration.
the previous poster is exactly right. We talk about this in our user group all the time. People always want to dump their old database into Genesys, but the platform is not designed as a generic data warehouse.
If you absolutely must have some form of historical performance data visible for the workforce management team, the only native workaround is to use the External Metrics API. You can push aggregate daily scores for the agents using /api/v2/gamification/externalmetrics.
It will not give you the detailed question by question evaluation forms, but it will let you display their historical quality average on their agent scorecard. Forget about importing the actual evaluation forms, it simply will not function.