Genesys Cloud CX

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  • 1.  Reporting / Metrics for Topics Matched in Interactions

    Posted 12-08-2021 17:03

    Hello all! 

    We have a few of our teams that are using the Transcription feature, and we are looking to understand if there is an existing way to report on what topics are matched in each interaction - perhaps a column in the Interactions view or a canned report. Is there something that exists for reporting on these topic matches today?



    Monica Michaud
    Koch Business Solutions

  • 2.  RE: Reporting / Metrics for Topics Matched in Interactions

    Posted 12-09-2021 14:32
    Hello Monica,

    In content search we do have a column for Topics that will list all of the topics that were found at least once per interaction. This results can be exported in raw format to a csv file. Hopefully this answers your question and provides you with the functionality you are looking for.

    Jose Ruiz
    Genesys - Employees
    Product Manager