We're excited to introduce a powerful new filtering capability in Content Search!
Now, Quality Managers and Supervisors can easily refine interactions using:
✅ Acoustic Metrics – Filter by Silence, Duration, and Overtalk to identify calls that need attention.
✅ External Tags – Pinpoint specific interactions based on custom external identifiers.
✅ Wrap Codes – Quickly find interactions tied to specific outcomes or resolutions.
How This Helps You:
🔹 Identify coaching opportunities – Calls with long silences or excessive overtalk can indicate areas for improvement.
🔹 Streamline quality reviews – Quickly find interactions that match specific business criteria.
🔹 Improve compliance monitoring – Track tagged conversations for audits and reporting.
🔹 Enhance customer experience – Focus on interactions tied to key outcomes.
This update makes it easier to find and analyze the calls that matter most. Give it a try and let us know your feedback!
#Reporting/Analytics#Roadmap/NewFeatures------------------------------
Anik Dey
Genesys - Employees
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