Hey everyone, I’ve run into a really strange issue with the Quality Management evaluation scores in the Performance Dashboard. The environment is Genesys Cloud EU-West (Paris).
The issue involves a specific Architect flow where the ‘Call Quality’ score calculated by the Quality team does not align with the ‘Agent Performance’ view in the dashboard. Specifically, evaluations marked as ‘Approved’ in the Quality module show a score of 85, but the dashboard aggregates this as 72 for the same agent and date range.
The flow includes a post-call survey step, which might be influencing the weighting. The error is not a system crash but a data inconsistency that affects reporting accuracy.
Evaluation ID: QM-8821-Paris
Agent ID: AG-9921
Date: 2023-10-24
Dashboard Score: 72
Quality Module Score: 85
Could someone clarify if the dashboard applies a different weighting logic for digital channels versus voice? The documentation mentions standard averaging, but the variance suggests a hidden filter or calculation rule. This discrepancy is causing issues with our compliance reporting.