Anyone free to help troubleshoot this significant divergence between the Quality Management survey scores and the aggregated performance metrics displayed in the Performance dashboard.
The environment is running Genesys Cloud version 2023-11, with WFM and Quality Management fully integrated. We have configured a standard CSAT survey linked to our primary support queue. The survey logic is straightforward, utilizing a simple scale of 1-5. However, when reviewing the weekly performance reports for the European region, the average CSAT score derived from the Quality Management module does not align with the survey results visible in the Agent Performance view.
Specifically, the Quality Management dashboard reports an average score of 4.2 for the week of October 16-22, whereas the Performance dashboard under the ‘Surveys’ tab reflects an average of 3.8 for the same cohort of agents. This discrepancy is critical as it affects our SLA reporting and agent incentive calculations.
We have verified that the survey template is correctly associated with the queue and that the routing rules are consistent. The issue appears to be isolated to the aggregation logic rather than data collection, as individual interaction details match across both systems. However, the aggregated totals remain inconsistent.
Is there a known latency or processing delay in how the Performance dashboard ingests Quality Management survey data? Alternatively, could there be a filtering criterion applied by default in the Performance view that excludes certain interaction types, such as digital channels or abandoned calls, which are included in the Quality Management calculation?
Any insights into the underlying calculation methodology for these metrics would be appreciated. We aim to ensure data integrity across all reporting modules to maintain accurate performance tracking.