Genesys Cloud - Main

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.

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

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.

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

My apology - :)

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

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.