Genesys Cloud – One-year date range limit for Agent Evaluation Summary and Detail views

In a future release, Genesys Cloud will limit the date range available in Agent Evaluation Summary and Detail views, exports, scheduled exports, and saved views to the most recent 12 months. This change supports the migration of these views to a new search-based infrastructure that includes data from Agent Auto-Evaluation Forms. My Evaluations is not affected.

What’s changing

• Date range limit – The date picker in Agent Evaluation Summary and Detail views will no longer allow users to select a start date earlier than 12 months before the current date.
• Exports – Export requests with a date range longer than 12 months will fail. Existing automated export processes that request data outside the new date range may also fail after this change takes effect.
• Scheduled exports – Scheduled exports configured with a date range longer than 12 months will fail the next time they run after this change takes effect. This includes Bring Your Own Insights (BYOI) configurations that use scheduled export links to provide data to external business intelligence tools, such as Power BI.
• Saved views – When users open saved views with date intervals outside the new 12-month range, Genesys Cloud will automatically adjust the date interval. If the interval is partially outside the range, the start date will move to the earliest available date. If the entire interval is outside the range, the view will use a single day at the earliest available date.
• Scope – This change applies only to Agent Evaluation Summary and Detail views, exports, scheduled exports, and saved views. My Evaluations is not affected.

Why this matters

Agent Evaluation Summary and Detail views are moving to a search-based infrastructure to support data from Agent Auto-Evaluation Forms. The new infrastructure supports a 12-month lookback instead of the current unrestricted date range. Organizations that use automated exports, scheduled exports, or saved views that rely on evaluation data older than 12 months should update those configurations before this change takes effect to prevent export failures or unexpected changes to reporting.

Action required

Before the effective date:

• Review Agent Evaluation Summary and Detail exports and scheduled exports that request data older than 12 months, including BYOI and business intelligence integrations, and update their date ranges.
• Review saved views with custom date intervals and update any that extend beyond the new 12-month range.
• If your organization requires access to evaluation data older than 12 months, contact your Genesys representative to discuss available options.