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Feature release // Topic trends summary and detail views

  • 1.  Feature release // Topic trends summary and detail views

    Posted 07-13-2022 10:36
    Edited by Tracy Vickers 07-28-2022 11:11

    Quality Assurance & Compliance

    Hello, Community Members!

    With the rise of multi-channel communication between companies and customers, contact centers must handle a huge problem inherent to the data received and stored, the difficulty of integrating and managing it's greater as it begins to accumulate, and it must be processed to be actionable thus provide an excellent experience. 

    In addition, taking advantage of the insights provided by this flood of data becomes a challenge due to time constraints, which makes findings communication difficult, thus understanding customers' and employees' trends and needs.

    Today we present a new enhancement that seeks to elevate the work done by supervisors, analysts and managers with the release of Topic trends Views for Genesys Cloud CX. 
    This feature provides insight into call drivers, customer sentiment, and agent skills and performance, based on topics and events detected during a customer interaction.

    What would you be able to do?
    • Contact center managers and supervisors can now use the new topic trends summary and detail views to view the frequency and trends for topics occurring within calls, chat, messaging, and emails within the contact center.

    • Managers can use the aggregated metrics to better understand customer and agent behavior during the interaction. For more information, see Topic Trends Summary.

    A little learning goes a long way

    Of course, this is just a short preview of Quality Assurance and Compliance. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about quality management in our Genesys Resource Center.
    Help my PureCloud Quality Assurance & Compliance Resources


    Natalia Abad
    Genesys - Employees

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