Quality Evaluation Score Discrepancy in Performance Dashboard

Trying to understand the calculation logic for the ‘Average Quality Score’ metric in the Agent Performance view. The current data presentation creates confusion for the operations team regarding actual compliance.

• The Performance dashboard reports an average quality score of 85.4 for Agent X over the last 7 days.
• However, the manual summation of individual evaluation scores from the Quality Management detail view yields a different result.
• The specific evaluations were scored as 90, 80, 85, and 95. The arithmetic mean is 87.5.
• The discrepancy suggests the dashboard metric might be weighted by call duration or interaction count, rather than a simple average of evaluation instances.
• No API endpoints are being used to retrieve this data; the issue is strictly within the native Performance views.
• The environment is Genesys Cloud EU1, running the latest stable release.
• The evaluations are configured with a standard 100-point scale and no custom weighting factors are applied in the Quality form definition.

Clarification is required on whether the dashboard metric applies implicit weighting. If so, the documentation does not explicitly state how the final aggregate score is derived from individual evaluation records.

This has the hallmarks of a classic Zendesk ticket vs Genesys interaction lifecycle mismatch. In Zendesk, scores were tied to closed tickets, but GC calculates averages based on completed interactions, which might include partial evaluations or different status filters.

-- Check if 'Pending' evaluations are skewing the GC average
SELECT AVG(score) FROM quality_evaluations WHERE status = 'completed'