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Filter Using Acoustic Metrics (like Silence, Duration & Overtlak), External Tag and Wrap Up Codes

  • 1.  Filter Using Acoustic Metrics (like Silence, Duration & Overtlak), External Tag and Wrap Up Codes

    Posted 02-12-2025 19:45
    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!
    For more information, please visit - https://help.mypurecloud.com/articles/content-search-view/

    #Reporting/Analytics
    #Roadmap/NewFeatures

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    Anik Dey
    Genesys - Employees
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