Genesys Cloud (formerly PureCloud)

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  • 1.  Transcription

    Top 25 Contributor
    Posted 12 days ago
    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

    Top 25 Contributor
    Posted 12 days ago
    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

    Top 25 Contributor
    Posted 12 days ago
    Thanks, Vaun for the quick response.

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

    GENESYS
    Posted 11 days ago
    Edited by Rakesh Tailor 11 days ago
    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.

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

    Top 25 Contributor
    Posted 11 days ago
    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 11 days ago
    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,

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

    Top 25 Contributor
    Posted 11 days ago
    Excellent.  I just emailed you the particulars.  Thanks.

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    Martin Bunting
    i3Vision Technologies Inc.
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