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Feature Release: Introducing Interaction Categories

  • 1.  Feature Release: Introducing Interaction Categories

    GENESYS
    Posted 17 days ago

    Hello everyone

    This week we're really excited to start releasing 'Interaction Categories' for Speech & Text Analytics

    This feature will enable deeper analytics of interactions by allowing you to track both the sequence and position of Topics and Terms within an interaction.

    You'll be able to create Interaction Categories by collating multiple Speech & Text elements together, and/or understanding the position of those elements. So for instance you may want to understand if Agents are using the welcome correctly on an interaction, and want to understand if the Topics "Welcome" and "Build Rapport" are being used, and are in the right place. Interaction Categories would allow you to see this! 

    It would look something like the following:

    Topic "Welcome" found in the first 60 seconds AND Topic "Build Rapport" found in the first 60 seconds 

    Where both of these are true, then the interaction will be categorized with the Category "Correct Welcome", or whatever you decide to call it.

    In the system it would look something like this:

    Interaction Categories Criteria


    Initially, once Categorized, you'll be able to see those Categories at an interaction level, in the Details tab. Like the below:

    Interaction Categories Interaction


    We wanted to get Interaction Categories out as soon as possible, to give you the opportunity to get used to building relevant criteria. Once released we plan to follow up in a future release by adding Interaction Categories into Content Search and eventually aggregate views, to make them accessible both in reporting as well as at an interaction level.

    In order to see Interaction Categories you'll need to ensure you have the right permissions added to your role. For these permissions and general information about Interaction Categories, please check out the documentation: https://help.mypurecloud.com/articles/about-interaction-categories/

    As you can imagine, there are lots of possibilities with this feature. Please take some time to read through the documentation to get to know Interaction Categories a little better, so you can get used to building them to highlight the right interactions for you.

    We're really excited about this feature and think it's really going to help you get granular insights out of your interactions.

    Thanks very much


    #SpeechandTextAnalytics

    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------


  • 2.  RE: Feature Release: Introducing Interaction Categories

    Posted 15 days ago

    Hi there. Very excited about release of this feature. Created a test category, but I have a questions: where could I see a summary of all calls that were tagged for this category? I have looked through several views and I do not see any options to filter by category nor an option to add a column. 

    Thanks,

    Larissa



    ------------------------------
    Larissa Casebolt
    Macy's Systems and Technology, Inc.
    ------------------------------



  • 3.  RE: Feature Release: Introducing Interaction Categories

    GENESYS
    Posted 15 days ago

    Hi Larissa

    Thanks for your question

    At the moment you're only able to see Categories at the interaction level i.e. in the Details tab. You're not able to see these through views at the moment.

    Our plan next is to add these to Content Search, so you're able to find associated Interactions, like you can with Topics today. We're working on this at the moment and hope it will be a relatively fast follow.

    Beyond that we'll also add Categories to our aggregate views, such as Topic Trends too. 

    Thanks



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------



  • 4.  RE: Feature Release: Introducing Interaction Categories

    Posted 15 days ago

    Hi Andy. Thank you for a quick response. Great to hear that there are features to follow to perform analytics.

    Another question: will there be in the future option to build categories based on the non-linguistic events? Today in Engage platform (SpeechMiner) I have categories built based on the non-linguistic events. One example is identifying calls where in the last 90 seconds of the call there was a silence of at least 60 seconds. This has been really beneficial of identifying some agent behavior and knowledge gaps with phone agents. 

    Thank you,

    Larissa



    ------------------------------
    Larissa Casebolt
    Macy's Systems and Technology, Inc.
    ------------------------------