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Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

  • 1.  Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

    Posted 9 hours ago
    Hi Community friends,
    We're currently exploring options for building phrases based solely on how customers describe their issue when they call in.
    I haven't been able to find any references to this approach on the Ideas page or in existing discussions. I also haven't seen any documentation confirming whether Genesys supports the use of regular expressions within the phrase widget.
    Has anyone tried implementing something like this? If so, I'd really appreciate hearing what you've learned-especially any limitations, workarounds, or best practices.
    Thanks in advance,

    #WEM-Quality,WFM,Gamification,etc

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    Steven Casper
    W.W. Grainger, Inc.
    [EmailAddress]
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  • 2.  RE: Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)
    Best Answer

    Posted 5 hours ago

    Hello Steven,

    Unfortunately, as of now, Genesys does not support regular expressions within phrases used in Speech & Text Analytics topics, however I did see that there are several regex ideas in the Product Ideas Lab. I would recommend taking a look at those ideas and voting or submitting an idea as well.
    Though I am also curious if others in the Community are doing something similar despite the limitation. 



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    Jason Kleitz
    Online Community Manager/Moderator
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