Workforce Engagement Management

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

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

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

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

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

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

Hi Larissa

Thanks for coming back on this.

Regarding non-linguisic events the honest answer is yes, however there isn't anything specific for this on the roadmap at the moment.

It would be really good if you created an Idea on the below link to detail your use cases here. It'll help us understand how many people are looking for those features and how they should work:

https://genesyscloud.ideas.aha.io/ideas

Now that Interaction Categories is live I expect to see Ideas coming through for changes or new capabilities, which is great!

Thanks

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

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

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

Hi @Andy Boland will these apply retroactively or only on transcripts after the category is made? 

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

Hi Josh

Thanks for coming back on this, glad it's working.

Yes, for categorization to take place we first need to wait for Transcription and Topic Spotting to have been completed, then we can categorize the interactions. As such, it can take a little while once an interaction has been completed for the Category to show, but should still be relatively quick.

Thanks

Andy

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

Hi Andy, I have been doing some testing of interaction categories and my tests suggest that the "Position for Voice" is relative to the entire interaction including the "wait time in queue" which has implications for the usability (so not relative to the conversation start). So if we want to check whether an agent has used the correct opening statement in the first 20 seconds of an interaction and we set:

1. From 0 seconds from the start of the interaction
2. To 20 seconds from the start of the interaction

I find that if the agent answers the call immediately the category is detected. But if the call is in queue for say 30 seconds, even though the topic is detected in the first 20 seconds of the conversation the category is NOT detected. 

So it seems the setting is relative to the interaction start whereas for this to be effective needs to be conversation start when the agent answers the interaction.

Are you able to confirm the observed behaviour and if there is a solution/setting to make this work?

Thanks,

Mal

Hi Josh

Thanks for coming back on this, glad it's working.

Yes, for categorization to take place we first need to wait for Transcription and Topic Spotting to have been completed, then we can categorize the interactions. As such, it can take a little while once an interaction has been completed for the Category to show, but should still be relatively quick.

Thanks

Andy

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

Hello. 

I have observed the same behavior on my end as well. Mine is set for 30 seconds from the start, and sometimes it is captures and sometimes it doesn't, even if it was within first 30 seconds. 

Thanks,

Larissa

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


Original Message:
Sent: 08-15-2024 22:13
From: Malcolm Thompson
Subject: Feature Release: Introducing Interaction Categories

Hi Andy, I have been doing some testing of interaction categories and my tests suggest that the "Position for Voice" is relative to the entire interaction including the "wait time in queue" which has implications for the usability (so not relative to the conversation start). So if we want to check whether an agent has used the correct opening statement in the first 20 seconds of an interaction and we set:

1. From 0 seconds from the start of the interaction
2. To 20 seconds from the start of the interaction

I find that if the agent answers the call immediately the category is detected. But if the call is in queue for say 30 seconds, even though the topic is detected in the first 20 seconds of the conversation the category is NOT detected. 

So it seems the setting is relative to the interaction start whereas for this to be effective needs to be conversation start when the agent answers the interaction.

Are you able to confirm the observed behaviour and if there is a solution/setting to make this work?

Thanks,

Mal

------------------------------
Malcolm Thompson
Ensighted Pty Ltd


Original Message:
Sent: 06-04-2024 06:02
From: Andy Boland
Subject: Feature Release: Introducing Interaction Categories

Hi Josh

Thanks for coming back on this, glad it's working.

Yes, for categorization to take place we first need to wait for Transcription and Topic Spotting to have been completed, then we can categorize the interactions. As such, it can take a little while once an interaction has been completed for the Category to show, but should still be relatively quick.

Thanks

Andy

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


Original Message:
Sent: 06-03-2024 19:15
From: Joshua Civitareale
Subject: Feature Release: Introducing Interaction Categories

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

------------------------------
Joshua Civitareale
Nexon Asia Pacific Pty. Ltd.


Original Message:
Sent: 06-03-2024 06:30
From: Andy Boland
Subject: Feature Release: Introducing Interaction Categories

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

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


Original Message:
Sent: 06-03-2024 02:50
From: Joshua Civitareale
Subject: Feature Release: Introducing Interaction Categories

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

------------------------------
Joshua Civitareale
Nexon Asia Pacific Pty. Ltd.

Hi Malcom and Larissa

I just wanted to come back on this one quickly so you know I've seen it, apologies for the delay.

I'm investigating this with the engineering team at the moment and will come back with an answer as soon as I have one.

Thanks

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


Original Message:
Sent: 08-16-2024 06:40
From: Larissa Casebolt
Subject: Feature Release: Introducing Interaction Categories

Hello. 

I have observed the same behavior on my end as well. Mine is set for 30 seconds from the start, and sometimes it is captures and sometimes it doesn't, even if it was within first 30 seconds. 

Thanks,

Larissa

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


Original Message:
Sent: 08-15-2024 22:13
From: Malcolm Thompson
Subject: Feature Release: Introducing Interaction Categories

Hi Andy, I have been doing some testing of interaction categories and my tests suggest that the "Position for Voice" is relative to the entire interaction including the "wait time in queue" which has implications for the usability (so not relative to the conversation start). So if we want to check whether an agent has used the correct opening statement in the first 20 seconds of an interaction and we set:

1. From 0 seconds from the start of the interaction
2. To 20 seconds from the start of the interaction

I find that if the agent answers the call immediately the category is detected. But if the call is in queue for say 30 seconds, even though the topic is detected in the first 20 seconds of the conversation the category is NOT detected. 

So it seems the setting is relative to the interaction start whereas for this to be effective needs to be conversation start when the agent answers the interaction.

Are you able to confirm the observed behaviour and if there is a solution/setting to make this work?

Thanks,

Mal

------------------------------
Malcolm Thompson
Ensighted Pty Ltd


Original Message:
Sent: 06-04-2024 06:02
From: Andy Boland
Subject: Feature Release: Introducing Interaction Categories

Hi Josh

Thanks for coming back on this, glad it's working.

Yes, for categorization to take place we first need to wait for Transcription and Topic Spotting to have been completed, then we can categorize the interactions. As such, it can take a little while once an interaction has been completed for the Category to show, but should still be relatively quick.

Thanks

Andy

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


Original Message:
Sent: 06-03-2024 19:15
From: Joshua Civitareale
Subject: Feature Release: Introducing Interaction Categories

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

------------------------------
Joshua Civitareale
Nexon Asia Pacific Pty. Ltd.


Original Message:
Sent: 06-03-2024 06:30
From: Andy Boland
Subject: Feature Release: Introducing Interaction Categories

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

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


Original Message:
Sent: 06-03-2024 02:50
From: Joshua Civitareale
Subject: Feature Release: Introducing Interaction Categories

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

------------------------------
Joshua Civitareale
Nexon Asia Pacific Pty. Ltd.

Hi Malcom and Larissa

I just wanted to come back on this one quickly so you know I've seen it, apologies for the delay.

I'm investigating this with the engineering team at the moment and will come back with an answer as soon as I have one.

Thanks

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


Original Message:
Sent: 08-16-2024 06:40
From: Larissa Casebolt
Subject: Feature Release: Introducing Interaction Categories

Hello. 

I have observed the same behavior on my end as well. Mine is set for 30 seconds from the start, and sometimes it is captures and sometimes it doesn't, even if it was within first 30 seconds. 

Thanks,

Larissa

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


Original Message:
Sent: 08-15-2024 22:13
From: Malcolm Thompson
Subject: Feature Release: Introducing Interaction Categories

Hi Andy, I have been doing some testing of interaction categories and my tests suggest that the "Position for Voice" is relative to the entire interaction including the "wait time in queue" which has implications for the usability (so not relative to the conversation start). So if we want to check whether an agent has used the correct opening statement in the first 20 seconds of an interaction and we set:

1. From 0 seconds from the start of the interaction
2. To 20 seconds from the start of the interaction

I find that if the agent answers the call immediately the category is detected. But if the call is in queue for say 30 seconds, even though the topic is detected in the first 20 seconds of the conversation the category is NOT detected. 

So it seems the setting is relative to the interaction start whereas for this to be effective needs to be conversation start when the agent answers the interaction.

Are you able to confirm the observed behaviour and if there is a solution/setting to make this work?

Thanks,

Mal

------------------------------
Malcolm Thompson
Ensighted Pty Ltd


Original Message:
Sent: 06-04-2024 06:02
From: Andy Boland
Subject: Feature Release: Introducing Interaction Categories

Hi Josh

Thanks for coming back on this, glad it's working.

Yes, for categorization to take place we first need to wait for Transcription and Topic Spotting to have been completed, then we can categorize the interactions. As such, it can take a little while once an interaction has been completed for the Category to show, but should still be relatively quick.

Thanks

Andy

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


Original Message:
Sent: 06-03-2024 19:15
From: Joshua Civitareale
Subject: Feature Release: Introducing Interaction Categories

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

------------------------------
Joshua Civitareale
Nexon Asia Pacific Pty. Ltd.


Original Message:
Sent: 06-03-2024 06:30
From: Andy Boland
Subject: Feature Release: Introducing Interaction Categories

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

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


Original Message:
Sent: 06-03-2024 02:50
From: Joshua Civitareale
Subject: Feature Release: Introducing Interaction Categories

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

------------------------------
Joshua Civitareale
Nexon Asia Pacific Pty. Ltd.

Hello. 

I have observed the same behavior on my end as well. Mine is set for 30 seconds from the start, and sometimes it is captures and sometimes it doesn't, even if it was within first 30 seconds. 

Thanks,

Larissa

Hi Andy, I have been doing some testing of interaction categories and my tests suggest that the "Position for Voice" is relative to the entire interaction including the "wait time in queue" which has implications for the usability (so not relative to the conversation start). So if we want to check whether an agent has used the correct opening statement in the first 20 seconds of an interaction and we set:

1. From 0 seconds from the start of the interaction
2. To 20 seconds from the start of the interaction

I find that if the agent answers the call immediately the category is detected. But if the call is in queue for say 30 seconds, even though the topic is detected in the first 20 seconds of the conversation the category is NOT detected. 

So it seems the setting is relative to the interaction start whereas for this to be effective needs to be conversation start when the agent answers the interaction.

Are you able to confirm the observed behaviour and if there is a solution/setting to make this work?

Thanks,

Mal

Hi Josh

Thanks for coming back on this, glad it's working.

Yes, for categorization to take place we first need to wait for Transcription and Topic Spotting to have been completed, then we can categorize the interactions. As such, it can take a little while once an interaction has been completed for the Category to show, but should still be relatively quick.

Thanks

Andy

Hey Andy, 

Can ignore, looks like it started to work this morning - went back and checked yesterday's test. Does it take time to apply the category to the interaction?

Thanks,

Josh

Hi Joshua

Thanks for your post.

The only restrictions to Terms are those detailed in the documentation i.e. Japanese, Chinese (all dialects) and Korean are not currently supported.

Beyond that they should work just fine.

Would you be able to send me over some screen grabs or a video highlighting this issue please? The Category Criteria and the results that should have been found would be excellent.

Please send them to my email (andrew.boland@genesys.com) and I'll take a look

Thanks

Hey @Andy Boland

Are there any known issues with using terms in Interaction Categories as opposed to topics.

Topics seemed to work straight away however terms doesn't render any results even though they appear in the transcript results.

Thanks

Can Interaction categories be used in conjunction with Evaluation assistance?