Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Agent Topics

    Posted 09-11-2024 14:44

    This was submitted on the ideas page under another idea...

    The ability to alert on topics would be a great addition. If we could set an alert by agent on "inappropriate phrasing" or "complaint" the supervisor could take immediate action. An offshoot is the potential for evaluating based on topics associated with interactions (by agent by topic - 10+ hits evaluation sent).

    The gap:

    Currently within Genesys Native if running topics by agent the first agent in the conversation is attributed with all topics during entire conversation occurring on the "internal" side. This is causing issues with using evaluation assist, potential automation of evaluations and reducing efficiencies that were gained.

    Example: Agent A answers the call and cannot fully assist they transfer the call to Agent B who attempts the assist and, in this instance, much then transfer to Agent C. The phrases spoken by Agent A, B and C are all attributed to Agent A.


    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
    ------------------------------


  • 2.  RE: Agent Topics

    GENESYS
    Posted 09-12-2024 06:49

    Hi Glenda, 

    Do you have a link to the idea?  If its only a comment on the idea, it would be worth raising it as a new idea



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Agent Topics
    Best Answer

    Posted 09-12-2024 08:57

    Topic Anomaly Detection and Alerting | Genesys Cloud Ideas Portal (aha.io)

    My apology - :)



    ------------------------------
    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
    ------------------------------



  • 4.  RE: Agent Topics

    GENESYS
    Posted 09-12-2024 12:42

    Thanks for providing the link. Its certainly an interesting idea and the use case makes a lot sense 



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources