Workforce Engagement Management

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  • 1.  Feature Release - Acoustic metrics in Topic Trends and Agent/Queue/Flow Topic views

    GENESYS
    Posted 25 days ago

    Hi Community members

    This week we're excited to be releasing acoustic metrics to our Topic Trends and Agent/Queue/Flow Topic views!

    This data will really help you analyse where there might be challenges within interactions, understand where Agents might need development or identify Topics that are associated with the largest percentage of Silence, among other great insights.

    We've set some acoustic metrics columns as default, but as with other data you can add and remove these metrics as columns however you wish in these views:

    The data we've added is:
    • Average Talk and Silence
    • Average Agent Talk %
    • Average Agent Talk
    • Average Customer Talk %
    • Average Customer Talk
    • Average Silence %
    • Average Silence
    • Average Hold/Music %
    • Average Hold/Music
    • Average Overtalk %
    • Average Overtalk
    • Overtalk Instances
    We've also added some additional filters to these views, meaning you can now filter the data in these views by Conversation Duration, Total Handle Time and Wrap Code. So for instance, you might want to update your view so that you're only including interactions that are less than 2 minutes in duration:
    These enhancements really improve the analysis you can perform through these views, allowing you to be considerably more granular and targeted with any investigations you're doing.
    As always you can get more information in our documentation:
    https://help.mypurecloud.com/articles/topic-trends-summary-view/
    https://help.mypurecloud.com/articles/agent-topics-summary-view/
    https://help.mypurecloud.com/articles/queue-topics-summary-view/
    https://help.mypurecloud.com/articles/flow-topics-summary-view/
    These new metrics will be fully available by the end of the day today, September 18th 2024
    Thanks

    #SpeechandTextAnalytics

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    Andy Boland
    Genesys - Employees
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  • 2.  RE: Feature Release - Acoustic metrics in Topic Trends and Agent/Queue/Flow Topic views

    Posted 24 days ago

    Thank you for starting to expose this data in some of the list views & filters. Given there is large value (IMHO even more value) in having the acoustic data visible at the Interactions View or Conversation Aggregate level, I have added comments to this related Idea to see if that can be considered or another Idea will be required: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1019

    Your thoughts/input are appreciated, Andy.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


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