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  • 1.  Transcription

    Posted 06-10-2021 13:33
    I am looking for clarification with a selection with Transcription.

    Transcript Content Search: If enabled this allows for the transcript to be searched for the last 35 days.  What if this is disabled.  Is all Content search disabled, or you can search longer than 35 days?   It would be nice to be able to set the limits for searchability, e.g. 1 month, 3 months, 1 year etc.
    #QualityManagement

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Transcription

    Posted 06-10-2021 16:53
    Hi Martin

    It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

    I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Transcription

    Posted 06-10-2021 17:25
    Thanks, Vaun for the quick response.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 4.  RE: Transcription

    GENESYS
    Posted 06-11-2021 08:02
    Edited by Rakesh Tailor 06-11-2021 08:02
    Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 5.  RE: Transcription

    Posted 06-11-2021 11:18
    Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 6.  RE: Transcription

    GENESYS
    Posted 06-11-2021 12:21
    Content Search by Sentiment is available as a Beta.  Content Search by Topic is in progress and we are shooting for early Q4.

    If you would like to be added to the Beta, please email me and I can get you added.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 7.  RE: Transcription

    Posted 06-11-2021 12:31
    Excellent.  I just emailed you the particulars.  Thanks.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 8.  RE: Transcription

    Posted 04-10-2022 20:19
    Edited by Louis Sutherland 04-10-2022 20:20
    Hi Rakesh, just checking if there is any update on new functionality to search interactions by Topic yet?

    If there is a Beta could you please contact me by email so I can have our technical guys get in touch. I'll send through my details, thanks.

    ------------------------------
    Louis Sutherland
    Spark NZ Trading
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  • 9.  RE: Transcription

    GENESYS
    Posted 04-11-2022 07:53
    Search by Topic is already available as a Beta.  I'll reach out to get you added to the Beta for this.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 10.  RE: Transcription

    Posted 04-11-2022 17:50
    Thanks Rakesh. I've spoken with the technical team and they advised that we're already part of this Beta, however I can't find the Topic filter in content view.

    Could you send a screenshot of where the function is located by chance?

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    Louis Sutherland
    Spark NZ Trading
    ------------------------------



  • 11.  RE: Transcription

    GENESYS
    Posted 04-12-2022 09:31
    Edited by William-Henri Sellier-Gomez 04-12-2022 09:31
    Hello Louis,

    I am following up with you via email. 

    Thanks,

    ------------------------------
    William Sellier-Gómez
    Senior Product Manager - Speech and Text Analytics
    Genesys Cloud
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