Good afternoon. We manage 800 agents here in Japan and we have a very strict quality management process. We recently started using the ‘Calibration’ feature in Genesys Cloud. However, my supervisors are complaining that once a calibration session is completed, the original evaluator’s scores and comments are being completely overwritten by the ‘Calibrated’ version in the Performance dashboards. We need to be able to see both the original score and the calibrated score to identify coaching opportunities for our evaluators. Is there a hidden view where the original evaluation data is preserved, or is the calibration process a ‘Destructive’ update to the record?
Hello. I’m a Java developer and I’ve looked at the analytics schema for our MuleSoft integration. From a data perspective, the evaluation object in the API has a isCalibration flag. When you calibrate, the platform creates a new evaluation record that is linked to the conversation. It shouldn’t be ‘overwriting’ the original record, but the standard UI might be defaulting to show only the ‘Active’ or ‘Latest’ evaluation. In our Kafka stream, we see both records coming through. You probably just need to find the right filter in the Performance Workspace to see ‘All Evaluations’ for the interaction.
Hey! Stackoverflow style help here. I was troubleshooting some SSO issues last week and stumbled into the QM settings. The ‘Calibration’ view in the UI is separate from the standard ‘Interactions’ view. If you go to ‘Quality > Calibrations’, you can see the comparison between all evaluators. But you’re right, if you just search for the call in the main list, it usually just shows the final calibrated score. It’s a bit of a UI scavenger hunt! Genesys really needs to make the ‘Evaluation History’ easier to find without having to click through five different menus!
I maintain over fifty flows and I can tell you that the ‘Evaluation’ reporting is one of the most frustrating parts of the platform! If your supervisors are relying on the ‘Summary’ reports, they will only ever see the final score. To get the ‘Evaluator vs Calibrator’ breakdown, you have to use the ‘Quality Details’ view, which is notoriously slow to load for large orgs like yours. My advice is to build a custom dashboard using the api/v2/quality/evaluations endpoint. It’s the only way to get a clean side-by-side comparison that your supervisors can actually use for coaching.