Genesys Cloud CX (formerly PureCloud)

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Outbound SMS text

  • 1.  Outbound SMS text

    Posted 15 days ago
    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 13 days ago
    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 days ago
    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 9 days ago
    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 9 days ago
    Hi, ok understand, thanks for the info.

    S

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