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  • 1.  Dashboards: Display Text Topics by Queue

    Posted 11-02-2022 09:07
    No replies, thread closed.
    Is there a way to pull the data from the Topic Trends and have it display in a Dashboard view? I want to be able to view hits with my real-time monitoring of the queues, as well as at the user level for a team of agents.
    #QualityManagement

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    Nicole Dehn
    AAA Club Alliance Inc.
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  • 2.  RE: Dashboards: Display Text Topics by Queue

    Posted 11-03-2022 05:16
    No replies, thread closed.

    H Nicole.

    At this momment you can use this report to get this information

    https://help.mypurecloud.com/articles/topic-trends-detail-view/

    https://help.mypurecloud.com/articles/topic-trends-summary-view/

    Regarding dashboard we have some ideas that maybe can be interesting for you to vote , so we can add in further releases

    https://genesyscloud.aha.io/ideas/ideas/STA-I-36

    https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1110

    Regads

    Alberto



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    Alberto Sagredo
    Sr Technical Account Manager EMEA
    Genesys - Employees
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    Original Message


  • 3.  RE: Dashboards: Display Text Topics by Queue
    Best Answer

    Posted 11-10-2022 05:23
    No replies, thread closed.
    Hi Nicole

    The same view I mentioned in your other post e.g. being able to see Topics by Agent, will actually also be available for Queues and Flows.

    Using this you'll be able to go into the Queues view for instance, have an additional Topics tab, and again be able to add additional columns for Topics you're interested in.

    So, as per your post above, you'll be able to see Topic hits and percentage against your various queues.

    Thanks

    Andy

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    Andrew Boland
    Genesys - Employees
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    Original Message


  • 4.  RE: Dashboards: Display Text Topics by Queue

    Posted 11-10-2022 05:26
    No replies, thread closed.
    Hi again Nicole

    If you'd be interested I'd be happy to run your through these views.

    Please reach out to me on my email below if this would be helpful.

    Thanks

    Andy
    andrew.boland@genesys.com

    ------------------------------
    Andrew Boland
    Genesys - Employees
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    Original Message


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