Genesys Cloud CX

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  • 1.  Outbound SMS text

    Posted 10-13-2021 05:03
    Hello,

    is there any chance to get a report with outbound SMS including SMS text?

    Thanks :)

    Sandra
    #AskMeAnything(AMA)
    #Outbound
    #Reporting/Analytics
    #Unsure/Other

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    Sandra Kakasova
    IKEA Ceska Republika, s.r.o.
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  • 2.  RE: Outbound SMS text

    GENESYS
    Posted 10-14-2021 09:13
    Hi Sandra,

    Could you expand a bit on what you'd be looking for in a report? Aggregate data (# of outbound SMS interactions, Avg Handle of outbound SMS interactions, etc.)? Detail data (a lit of every outbound SMS interaction -- start and end time, duration, queue, campaign, etc. but no details about the contents of the text)?

    Thanks!

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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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  • 3.  RE: Outbound SMS text

    Posted 10-18-2021 03:24
    Hello, well - details about the content, or in other words - text that has been sent in SMS. Is that possible?

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    Sandra Kakasova
    IKEA Ceska Republika, s.r.o.
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  • 4.  RE: Outbound SMS text

    GENESYS
    Posted 10-18-2021 08:33
    We don't have any reports that reporting on the content of texts. That being said, if you use speech and text analytics, you could do topic spotting on them, and see data by topic.

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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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  • 5.  RE: Outbound SMS text

    Posted 10-19-2021 04:04
    Hi, ok understand, thanks for the info.

    S

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    Sandra Kakasova
    IKEA Ceska Republika, s.r.o.
    ------------------------------