We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Thanks Adi - the queues are assigned to the program.

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Hi Heather,
Can you please describe the scenario in general and what you expect to have that is not happening? From queues and programs perspective.

I'm trying to understand to know how to help you.

Shai

Thanks Adi - the queues are assigned to the program.

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Thanks Adi - the queues are assigned to the program.

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

Thanks Adi - the queues are assigned to the program.

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

Thanks Adi - the queues are assigned to the program.

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Have you tried the Queue Topics view? You can filter the specific queues you are interested in and view speech and text analytics topic data for interactions in those those queues. 

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

Thanks Adi - the queues are assigned to the program.

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

Have you tried the Queue Topics view? You can filter the specific queues you are interested in and view speech and text analytics topic data for interactions in those those queues. 

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-26-2024 06:41
From: Heather Henderson
Subject: Content search for a specific queue

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-26-2024 06:13
From: Shai Alon
Subject: Content search for a specific queue

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-25-2024 09:00
From: Heather Henderson
Subject: Content search for a specific queue

Thanks Adi - the queues are assigned to the program.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-25-2024 08:26
From: Adi Goodman
Subject: Content search for a specific queue

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-25-2024 03:09
From: Gaëlle BISSEY
Subject: Content search for a specific queue

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

------------------------------
Gaëlle BISSEY
Customer Insights Analytics manager at Sage

Original Message:
Sent: 11-24-2024 11:29
From: Heather Henderson
Subject: Content search for a specific queue

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-21-2024 05:41
From: Adi Goodman
Subject: Content search for a specific queue

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-20-2024 04:48
From: Heather Henderson
Subject: Content search for a specific queue

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

#SpeechandTextAnalytics

------------------------------
Heather Henderson
tbc
------------------------------

As Adi mentioned, I think that should do the work, as you can filter by the Complaints topic, and then search for the relevant queue3. You should see the list of corresponding interactions.

Since this is a voice interaction, there is a single transcript for all the conversation parts, following the customer audio. There can be a different transcript in the call if a program or a language is changed during the call, but that's not the case here. So even if you filter by this topic and search only by queue3, you will still see the same interaction as a whole (where the topic appeared on the queue3). There is currently no option to add a filter not to include other queues where the topic wasn't detected... 

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-26-2024 08:39
From: Adi Goodman
Subject: Content search for a specific queue

Have you tried the Queue Topics view? You can filter the specific queues you are interested in and view speech and text analytics topic data for interactions in those those queues. 

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-26-2024 06:41
From: Heather Henderson
Subject: Content search for a specific queue

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-26-2024 06:13
From: Shai Alon
Subject: Content search for a specific queue

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-25-2024 09:00
From: Heather Henderson
Subject: Content search for a specific queue

Thanks Adi - the queues are assigned to the program.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-25-2024 08:26
From: Adi Goodman
Subject: Content search for a specific queue

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-25-2024 03:09
From: Gaëlle BISSEY
Subject: Content search for a specific queue

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

------------------------------
Gaëlle BISSEY
Customer Insights Analytics manager at Sage

Original Message:
Sent: 11-24-2024 11:29
From: Heather Henderson
Subject: Content search for a specific queue

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-21-2024 05:41
From: Adi Goodman
Subject: Content search for a specific queue

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-20-2024 04:48
From: Heather Henderson
Subject: Content search for a specific queue

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

#SpeechandTextAnalytics

------------------------------
Heather Henderson
tbc
------------------------------

I don't think I am understanding your suggestion as I believe this is what I have already been doing:

Queue Topics, select the queue, then filter to the complaints topic. 

It returns interactions where the complaints topic occurs on another segment of the call and not on the queue I have filtered to. Am I missing a step in what you are telling me?

As Adi mentioned, I think that should do the work, as you can filter by the Complaints topic, and then search for the relevant queue3. You should see the list of corresponding interactions.

Since this is a voice interaction, there is a single transcript for all the conversation parts, following the customer audio. There can be a different transcript in the call if a program or a language is changed during the call, but that's not the case here. So even if you filter by this topic and search only by queue3, you will still see the same interaction as a whole (where the topic appeared on the queue3). There is currently no option to add a filter not to include other queues where the topic wasn't detected... 

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-26-2024 08:39
From: Adi Goodman
Subject: Content search for a specific queue

Have you tried the Queue Topics view? You can filter the specific queues you are interested in and view speech and text analytics topic data for interactions in those those queues. 

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-26-2024 06:41
From: Heather Henderson
Subject: Content search for a specific queue

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-26-2024 06:13
From: Shai Alon
Subject: Content search for a specific queue

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-25-2024 09:00
From: Heather Henderson
Subject: Content search for a specific queue

Thanks Adi - the queues are assigned to the program.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-25-2024 08:26
From: Adi Goodman
Subject: Content search for a specific queue

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-25-2024 03:09
From: Gaëlle BISSEY
Subject: Content search for a specific queue

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

------------------------------
Gaëlle BISSEY
Customer Insights Analytics manager at Sage

Original Message:
Sent: 11-24-2024 11:29
From: Heather Henderson
Subject: Content search for a specific queue

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-21-2024 05:41
From: Adi Goodman
Subject: Content search for a specific queue

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-20-2024 04:48
From: Heather Henderson
Subject: Content search for a specific queue

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

#SpeechandTextAnalytics

------------------------------
Heather Henderson
tbc
------------------------------

Let me see if I understand the situation:
The interaction (say one of them) you currently see, has 3 queues, while queue3 doesn't have the Complaints topic (while the other queues have) and you still get this interaction in the results, while you expect not to since queue3 doesn't have the topic identified in it?

Am I right?

I don't think I am understanding your suggestion as I believe this is what I have already been doing:

Queue Topics, select the queue, then filter to the complaints topic. 

It returns interactions where the complaints topic occurs on another segment of the call and not on the queue I have filtered to. Am I missing a step in what you are telling me?

As Adi mentioned, I think that should do the work, as you can filter by the Complaints topic, and then search for the relevant queue3. You should see the list of corresponding interactions.

Since this is a voice interaction, there is a single transcript for all the conversation parts, following the customer audio. There can be a different transcript in the call if a program or a language is changed during the call, but that's not the case here. So even if you filter by this topic and search only by queue3, you will still see the same interaction as a whole (where the topic appeared on the queue3). There is currently no option to add a filter not to include other queues where the topic wasn't detected... 

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-26-2024 08:39
From: Adi Goodman
Subject: Content search for a specific queue

Have you tried the Queue Topics view? You can filter the specific queues you are interested in and view speech and text analytics topic data for interactions in those those queues. 

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-26-2024 06:41
From: Heather Henderson
Subject: Content search for a specific queue

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-26-2024 06:13
From: Shai Alon
Subject: Content search for a specific queue

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-25-2024 09:00
From: Heather Henderson
Subject: Content search for a specific queue

Thanks Adi - the queues are assigned to the program.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-25-2024 08:26
From: Adi Goodman
Subject: Content search for a specific queue

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-25-2024 03:09
From: Gaëlle BISSEY
Subject: Content search for a specific queue

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

------------------------------
Gaëlle BISSEY
Customer Insights Analytics manager at Sage

Original Message:
Sent: 11-24-2024 11:29
From: Heather Henderson
Subject: Content search for a specific queue

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-21-2024 05:41
From: Adi Goodman
Subject: Content search for a specific queue

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-20-2024 04:48
From: Heather Henderson
Subject: Content search for a specific queue

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

#SpeechandTextAnalytics

------------------------------
Heather Henderson
tbc
------------------------------

That is spot on

Let me see if I understand the situation:
The interaction (say one of them) you currently see, has 3 queues, while queue3 doesn't have the Complaints topic (while the other queues have) and you still get this interaction in the results, while you expect not to since queue3 doesn't have the topic identified in it?

Am I right?

I don't think I am understanding your suggestion as I believe this is what I have already been doing:

Queue Topics, select the queue, then filter to the complaints topic. 

It returns interactions where the complaints topic occurs on another segment of the call and not on the queue I have filtered to. Am I missing a step in what you are telling me?

As Adi mentioned, I think that should do the work, as you can filter by the Complaints topic, and then search for the relevant queue3. You should see the list of corresponding interactions.

Since this is a voice interaction, there is a single transcript for all the conversation parts, following the customer audio. There can be a different transcript in the call if a program or a language is changed during the call, but that's not the case here. So even if you filter by this topic and search only by queue3, you will still see the same interaction as a whole (where the topic appeared on the queue3). There is currently no option to add a filter not to include other queues where the topic wasn't detected... 

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-26-2024 08:39
From: Adi Goodman
Subject: Content search for a specific queue

Have you tried the Queue Topics view? You can filter the specific queues you are interested in and view speech and text analytics topic data for interactions in those those queues. 

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-26-2024 06:41
From: Heather Henderson
Subject: Content search for a specific queue

It is all one interaction where three queues have been hit.  The topic was hit while on queue one and not mentioned when transferred to queue 2 or queue 3.  I only want to identify when the topic is hit on queue 3.  But the content search reads the transcription for the full interaction.  I am looking to limit the search so it only identifies where the topic was hit while on queue three within the interaction.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-26-2024 06:13
From: Shai Alon
Subject: Content search for a specific queue

So you mean that the content search shows you interactions that hit the third queue but don't have the topic mentioned in them?
For example interaction1 with queue3 that has the Complaints topic, and interaction2 with queue3 that doesn't have the topic - both interactions show up in the content search results?

Shai

------------------------------
Shai Alon
Staff Software Engineer

Original Message:
Sent: 11-25-2024 09:00
From: Heather Henderson
Subject: Content search for a specific queue

Thanks Adi - the queues are assigned to the program.

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-25-2024 08:26
From: Adi Goodman
Subject: Content search for a specific queue

@Heather Henderson how is the program you have associated to the Complaint topic set up today?
I would verify that it is assigned to the relevant queues/flows in which you wish to detect that topic.

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-25-2024 03:09
From: Gaëlle BISSEY
Subject: Content search for a specific queue

Hi Heather, 

I believe you could restrict the detection of the Complaint topic to the specific queues used in the last portion of the calls, if you were to create a program focused on these last queues. The Complaints topic would have to be associated only with that program though - otherwise, it will continue to run against all your other queues. I'm not sure if that fits what you are trying to achieve here - I just thought it might help.

Best regards, 

Gaëlle

------------------------------
Gaëlle BISSEY
Customer Insights Analytics manager at Sage

Original Message:
Sent: 11-24-2024 11:29
From: Heather Henderson
Subject: Content search for a specific queue

Hi @Adi Goodman

The customer calls the switchboard and the complaint topic is detected. They are transferred to the appropriate queue and the enquiry is dealt with before transferring on to a further queue about another enquiry. The complaint topic is not detected in the second or third queue - only in the first portion of the call when speaking with the switchboard.  I only want to find the topic when detected on the final portion (queue) of the call. 

Sorry I can't share a screenshot as this would show personal information.

I think you are telling me this is not possible as it will always identify the topic regardless of which queue the interaction was in at the time it was mentioned - is that the case?

Thanks, Heather 

------------------------------
Heather Henderson
tbc

Original Message:
Sent: 11-21-2024 05:41
From: Adi Goodman
Subject: Content search for a specific queue

Hi Heather,

Can you clarify what you mean by the topic occurs on a different segment of the conversation? Content Search view should show you the interactions that include the topic you are filtering by, regardless of where in that interaction the topic was detected.  Screen shots of what you are seeing in Content Search would be helpful!

Thanks,

------------------------------
Adi Goodman
Product Manager

Original Message:
Sent: 11-20-2024 04:48
From: Heather Henderson
Subject: Content search for a specific queue

We have a requirement where we need to review complaints on a specific queue. We have the topic set up for complaints, but when filtering to the required queue, and then using the content search for the topic, the interactions returned show conversations where this topic occurs on a different segment of the conversation.

It is important the interactions we review are specific to the filtered queue, but we need to select several interactions before we find what we are looking for.  Does anyone have a better way of finding the specified topic on the specified queue only?

#SpeechandTextAnalytics

------------------------------
Heather Henderson
tbc
------------------------------