No idea why this is happening, the Quality Management scores in the Agent Performance dashboard do not align with the raw data in the Conversation Detail view. The variance exceeds 15% for the current reporting period, which complicates the business justification for resource allocation in the Paris region.
The environment is Genesys Cloud version 2023-12. The Quality forms are configured with standard weighted scoring, and no custom logic is applied. The issue persists across multiple agents and queues, suggesting a systemic aggregation error rather than isolated data entry issues.