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  • 1.  Email Channel

    Posted 05-20-2024 19:11

    Hello Team,

    I see that Text Analytics is able to identify Positive, Negative , Empathy Sentiment marking in the email channel. However, i dont see any topics for Email conversation. Please suggest if its correct understanding that topics identification from customer side of conversation is not available for Email channel.


  • 2.  RE: Email Channel

    Posted 05-20-2024 19:33

    Topics are triggered based on the program you have running, so if your Email is flowing through and Email flow, enable a program for that.  If directly to queue, then enable it for that queue.  This is all done in the Programs section of Quality in Admin.

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Email Channel

    Posted 05-20-2024 19:41

    Hi Robert,

    Thanks for your response.

    I am able to see topics for voice call on same queue that's used for emails interactions. It's just that for emails I don't see topics detection..Text Analytics is already enabled for digital channels 

    Rakesh Kumar Jha
    Servion Global Solutions Private Limited

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