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.
------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 11-08-2022 11:37
From: Martin Bunting
Subject: Content Search of Emails
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.
------------------------------
Martin Bunting
i3Vision Technologies Inc.
Original Message:
Sent: 11-08-2022 08:39
From: Jan Nico Feliciano
Subject: Content Search of Emails
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.
------------------------------
Nico Feliciano
Genesys - Employees
Original Message:
Sent: 11-07-2022 16:51
From: Martin Bunting
Subject: Content Search of Emails
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.
------------------------------
Martin Bunting
i3Vision Technologies Inc.
Original Message:
Sent: 11-07-2022 11:50
From: Martin Bunting
Subject: Content Search of Emails
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
------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------