Workforce Engagement Management

I want to get a better sense of how others are using Genesys to spot trends in real time.

At the moment, we can see which topics are driving volume on a given day, but that alone doesn't really explain why demand is higher than expected. I'm finding it quite difficult to connect everything together in a way that tells a clear story the data feels quite fragmented.

What I'm really trying to get to is a better view of what customers are actually calling about today, as it's happening.

I've already explored Topics and Topic Exploration, but they're not quite giving the depth of insight we need.

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If anyone has found effective ways to do this whether that's using AI/ML, real-time analytics, or any integrations. I'd really appreciate hearing what's worked for you.