I evaluate over 200 interactions a week and now none of my scores are showing up in the main Performance dashboard. I can see the evaluations in the individual interaction view, but the team-level rollups are all blank. I’ve been a supervisor for 10 years and I’ve never seen the reporting engine just ‘lose’ data like this. Is there a new permission required for the analytics sync or something?
I am so excited to help with this! We actually ran into this during our GDPR audit here in Germany. It turns out that there was a minor change to the ‘Analytics Jobs’ API. If you have your evaluations set to ‘Private’ until they are released, they will not show up in the aggregate dashboards until the release flag is toggled.
It is a great feature for data privacy, but it can be confusing if you were used to the old behavior!
It is not a permission issue, it is a data mapping delay. When Genesys updates the reporting schema, the ‘Evaluation’ metrics often take longer to index than the core conversation details. I would recommend querying the /api/v2/analytics/evaluations/aggregates/query endpoint directly via a Data Action to see if the data is actually in the analytics database or if it is just a UI rendering bug.
We have seen this with several of our AWS integrations.