Workforce Engagement Management

Hi everyone

Today we're excited to be releasing acoustic metrics for Speech & Text Analytics in the Transcripts Aggregate query API

This feature will include the following metrics in your aggregate API responses:

tAgentSpeech
tCustomerSpeech
tSilence
tOtherAcoustics
tOverTalkSpeech
oOverTalkSpeechInstances
tTotalSpeechAndSilence

Additionally we're adding more dimensions:

conversation duration
handle time
wrap up code

Using acoustic insights helps better identify and understand outliers in your data e.g. which Topics tend to correlate with high silence on interactions.

This is an API ONLY release at the moment, but lays the groundwork for bringing acoustic information into the UI in the future.

You can find details of the Transcripts Aggregate query here: https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/transcripts-query

This feature will be released over the next 2 days, becoming GA by end of day December 21st

Thanks