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Content Search of Emails

  • 1.  Content Search of Emails

    Posted 11-07-2022 11:51
    I am looking to see if there is an ability to search the content of emails.  I can do so for voice interactions but nothing is working for email.  It seems this should be available as the text is already available within the subject and or body of the email.  It also picks up on the topics so maybe I am missing a permission?  Thanks.
    #DigitalChannels
    #Reporting/Analytics
    #Unsure/Other

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Content Search of Emails

    Posted 11-07-2022 16:52
    Found the problem.  In my Content search I had Transcript Dialect as English (US), once I changed it to Unknown I am now able to search for content with emails.  Not sure where the language is getting tripped up but I will sort that out later.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 3.  RE: Content Search of Emails

    Posted 11-08-2022 02:14
    If you're using email a lot in Genesys Cloud, this Genesys Premium App may be useful for you:
    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

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    Maksim Gill
    Eccentex, Inc.
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  • 4.  RE: Content Search of Emails

    GENESYS
    Posted 11-08-2022 08:39
    Hello Martin,

    Just wanted to chime in - not sure if you arrived at your answer using this but the Resource Center article on Content Search view does mention to try using Unknown as the transcript language for digital transcripts. It also mentions that this behavior is "dependent on your configuration" - I am in the process of figuring out the bounds of this condition and will let you know what I find out.

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    Nico Feliciano
    Genesys - Employees
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  • 5.  RE: Content Search of Emails

    Posted 11-08-2022 11:37
    That is the problem with notes is you have to read them.  :-).  I also found that with testing Genesys Agent Assist if the Knowledge Base is set to the wrong language the i.e. English (US) vs English (Canada) the article won't display to the agent.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 6.  RE: Content Search of Emails

    GENESYS
    Posted 11-08-2022 11:41
    Hi Martin,

    You might also want to give a read through this Blueprint on the Developer Center to see how you can use AWS Comprehend to do some classification and analysis of email for routing: https://developer.genesys.cloud/blueprints/email-aws-comprehend-blueprint/

    Hope that gives you some ideas.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 7.  RE: Content Search of Emails

    Posted 11-08-2022 11:43
    Yep.  I certainly hope they fix that dialect issue soon!!!

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 8.  RE: Content Search of Emails

    GENESYS
    Posted 11-09-2022 08:56
    Hi Martin,

    We have a feature releasing in Q1, 2023 which will auto-detect the language/dialect for digital interactions such as email, chat and messaging. When this feature is launched, I believe you won't see instances of 'Unknown' dialect anymore as the system will be smart enough to detect the appropriate dialect.

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    Anik Dey
    Genesys - Employees
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  • 9.  RE: Content Search of Emails

    Posted 11-09-2022 11:32
    Thanks Anik

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 10.  RE: Content Search of Emails

    GENESYS
    Posted 11-10-2022 07:14

    Anik was faster than me, Martin =))

    Thanks, Anik!



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    Nico Feliciano
    Genesys - Employees
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