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.

We can only view/copy one transcript at a time

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.

Hi @Gemma Drummond,

Great question - this is a common gap in Genesys between seeing what is happening and understanding why.

A few things that have worked well:

• Combine Topics with real-time filters (queue, IVR entry, last 30–60 mins) to see where spikes are really coming from.
• Focus on trending phrases/keywords, not just topics - new issues usually appear there first.
• Add external context (incidents, campaigns, system issues) - often that's the missing piece behind unexpected demand.
• Build a simple "live view" comparing current volume/topics vs baseline (same time yesterday or last week).
• If possible, use transcript export + AI clustering to group conversations automatically instead of reviewing one by one.

In short, the insight comes from combining Topics + phrases + context - not from a single Genesys view.

Hi, thanks so much for the response 🙂

Just wanted to check where are you creating your live view?

At the moment, we're finding the 20-topic limit a bit challenging, as we don't always know upfront what's driving increases. Ideally, we'd like to be able to look across all topics and spot which ones are trending above their usual baseline, so we can then investigate further in our reporting.

Right now, seeing that Topic X has a volume of 100 today doesn't give us much context  that could be completely normal. It's also quite difficult to go into each individual topic to try and understand whether it's actually higher than expected. We're hoping to find a way to surface trends rather than just point-in-time figures, but I haven't quite worked out how to do that in a view yet.

Transcript exporting would really be a last resort for us. Not having a bulk export option makes that quite tricky from a business perspective, as exporting transcripts individually is very time-consuming.