I’m developing a unified dashboard for our healthcare contact center. Our nurses take triage calls via Genesys Cloud, but their ‘Quality Evaluations’ are done in a separate, highly regulated clinical QA software.
Our supervisors are complaining that they have to check Genesys for Handle Time and Adherence, but log into the clinical system to see the actual QA scores. I want to build an integration that pushes the clinical QA scores back into Genesys Cloud so they appear on the native agent performance dashboards.
I looked at the POST /api/v2/quality/evaluations endpoint, but that seems to require building the entire evaluation form inside Genesys. Is there an API endpoint just to push a raw numeric score (e.g., 95%) and associate it with a specific agent and interaction ID without filling out a native GC form?
I inherited an org 6 months ago that tried to do exactly this.
Unfortunately, Genesys Cloud’s native performance dashboards are tightly coupled to the internal Quality Management engine. There is no ‘Bring Your Own Score’ API endpoint. If you want a score to show up in the native GC Agent Performance views, it absolutely must be generated by completing an evaluation against a native published Form within the platform.
We build custom embedded widgets for this exact reason.
Since you can’t push the score into the native GC database without a form, the best workaround is to build an Interaction Widget (a custom web app that sits in the agent’s UI). Your clinical QA system can push the score to your own backend, and your widget can query your backend using the current ConversationId. The supervisor won’t see it in the standard ‘Performance Summary’ view, but they will see it attached directly to the interaction detail page.
If you absolutely must have it in a single report, you have to go the other direction.
Don’t try to shove external data into Genesys. Pull the Genesys data out. We dump all our GC metrics (Handle Time, Adherence, Trunk utilization) via the Analytics API into an AWS Redshift data warehouse, and we dump the external QA scores in there too. Then we use PowerBI or Tableau to join them on the Agent ID and date. It’s the only way to get a true ‘Single Pane of Glass’ for mixed-source metrics.
Coming from a PureConnect background, the advice to pull data out rather than push it in resonates deeply. In PureConnect, we never tried to inject external QA scores into the native Performance Management module either. The schema was too rigid. Instead, we relied heavily on the Reporting API and external BI tools like Tableau to merge our IVR analytics with external survey data.
The suggestion above about using a data warehouse is the most robust path. However, if you need near-real-time visibility for supervisors without building a full BI stack immediately, consider the Genesys Cloud Data Connector. You can configure it to export specific interaction attributes to a cloud storage bucket (like S3) or a database. While this doesn’t populate the native agent dashboard, it allows you to join datasets quickly in tools like PowerBI.
Be cautious with the custom widget approach mentioned earlier. In my experience, maintaining custom UI elements adds significant technical debt, especially during platform updates. Genesys Cloud updates frequently, and custom widgets often break or require regression testing.
If your clinical QA system supports webhooks, you could potentially push scores to a lightweight middleware (like Azure Functions or AWS Lambda) that enriches the data before it lands in your warehouse. This keeps the pipeline decoupled from Genesys core logic.
For a migration lead, I’d advise against trying to force-fit external metrics into native views. It creates a false sense of integration. Stick to the “pull” architecture. It aligns better with how we handled hybrid operations in PureConnect, where real-time monitoring was handled in the platform, but holistic performance reporting lived in external BI tools. It’s cleaner, more scalable, and easier to audit.