Genesys Cloud CX - Beta HQ

Hi Andy,

This has great potential, especially if these can be used in the future to Assist Evaluations. A current challenge is if the IVR or in Queue is transcribed then some topics such as Greeting or Transfer can be detected.

As we are greedy and always want more I've created an idea https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-251 to expand upon this at least for evaluations and pull in more interaction data. As more Speech Analytics platforms only contain minimal metadata, Genesys Cloud has a huge potential data set to call on.

I did see the Topic box has a dropdown. Are other criteria available?

Hi Richard

Thanks for your message

I'll go and check out that Idea, thanks for adding!

For the initial release of Interaction Categories you'll be able to use Topic and Term, where Term is up to 3 words. So for instance if there is a specific product that is not contained in a Topic, you can simply add as a Term.

Additionally the operators will be AND, OR and NEAR, where NEAR looks for Topics/Terms either side of another Topic/Term, within a given number of seconds or words.

We'll be bringing more to the feature in time, such as Sentiment and also a 'Followed By' operator, where the criteria needs to be more linear for instance.

Thanks

Andy

Hi Andy,

This has great potential, especially if these can be used in the future to Assist Evaluations. A current challenge is if the IVR or in Queue is transcribed then some topics such as Greeting or Transfer can be detected.

As we are greedy and always want more I've created an idea https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-251 to expand upon this at least for evaluations and pull in more interaction data. As more Speech Analytics platforms only contain minimal metadata, Genesys Cloud has a huge potential data set to call on.

I did see the Topic box has a dropdown. Are other criteria available?

Andy, 

A couple of things.  You should put a link to the Beta Signup in your announcement.  Also, has this been pushed out?  Are there instructions for use and finding it on the Admin page?

Hi Richard

Thanks for your message

I'll go and check out that Idea, thanks for adding!

For the initial release of Interaction Categories you'll be able to use Topic and Term, where Term is up to 3 words. So for instance if there is a specific product that is not contained in a Topic, you can simply add as a Term.

Additionally the operators will be AND, OR and NEAR, where NEAR looks for Topics/Terms either side of another Topic/Term, within a given number of seconds or words.

We'll be bringing more to the feature in time, such as Sentiment and also a 'Followed By' operator, where the criteria needs to be more linear for instance.

Thanks

Andy

Hi Andy,

This has great potential, especially if these can be used in the future to Assist Evaluations. A current challenge is if the IVR or in Queue is transcribed then some topics such as Greeting or Transfer can be detected.

As we are greedy and always want more I've created an idea https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-251 to expand upon this at least for evaluations and pull in more interaction data. As more Speech Analytics platforms only contain minimal metadata, Genesys Cloud has a huge potential data set to call on.

I did see the Topic box has a dropdown. Are other criteria available?

This looks really promising.

Customer's and Agent's don't always follow nice timelines. So are there any plans to add something like, this topic found AFTER this other topic, but not be time based. IE It doesn't matter if this happens at the start of the call or right at the end as long as topic 1 is before topic 2 etc.

Hi Anton

Thanks for your post

We're planning to have 'Followed By' in future phases, which will allow the behaviour above i.e. Topic A FOLLOWERD BY Topic B.

The plan here was actually to make this time specific, like NEAR. However I do understand the use case you've detailed here, so I'll be sure to raise that in our research of those enhancements.

Thanks

This looks really promising.

Customer's and Agent's don't always follow nice timelines. So are there any plans to add something like, this topic found AFTER this other topic, but not be time based. IE It doesn't matter if this happens at the start of the call or right at the end as long as topic 1 is before topic 2 etc.

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

Hi Imran

Thanks for reaching out

It seems to be working for me, not sure why we're getting a different experience.

The link to the actual form is below:

https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXQBjkg5sDIxMiphbbSBC6OVUNllVSTVGUzdQWjdCMlRNWlZRNVNGNUc4NS4u

Try this and let me know if it works ok for you

Thanks

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

Andy, I don't see that we were activated on our ORG.  Can you check?  Thanks.

Hi Imran

Thanks for reaching out

It seems to be working for me, not sure why we're getting a different experience.

The link to the actual form is below:

https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXQBjkg5sDIxMiphbbSBC6OVUNllVSTVGUzdQWjdCMlRNWlZRNVNGNUc4NS4u

Try this and let me know if it works ok for you

Thanks

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

Hi Robert

Apologies, no idea why that was missed.

I've added this for you now. Please ensure you have the right permissions in your role and you should see them.

Thanks

Andy

Andy, I don't see that we were activated on our ORG.  Can you check?  Thanks.

Hi Imran

Thanks for reaching out

It seems to be working for me, not sure why we're getting a different experience.

The link to the actual form is below:

https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXQBjkg5sDIxMiphbbSBC6OVUNllVSTVGUzdQWjdCMlRNWlZRNVNGNUc4NS4u

Try this and let me know if it works ok for you

Thanks

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

Thanks.  

Observations:

1. That Create button at the top is new and very outside of normal iconology.
2. Why make us click the hamburger then delete.  Why not just have a trashcan like most places in GCx
3. I don't understand the term "parenthesis".  Why not Add Condition?
4. When will we get the Topics within a set timeframe?
5. What exactly is the purpose of this?
   
6. How is the participant determined?  The topic I chose is internal topic
7. How would something like this evaluate as true or false?
   

Hi Robert

Apologies, no idea why that was missed.

I've added this for you now. Please ensure you have the right permissions in your role and you should see them.

Thanks

Andy

Andy, I don't see that we were activated on our ORG.  Can you check?  Thanks.

Hi Imran

Thanks for reaching out

It seems to be working for me, not sure why we're getting a different experience.

The link to the actual form is below:

https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXQBjkg5sDIxMiphbbSBC6OVUNllVSTVGUzdQWjdCMlRNWlZRNVNGNUc4NS4u

Try this and let me know if it works ok for you

Thanks

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

I didn't manage to sign up to the Beta on time, but based on these screenshots.

Thanks.  

Observations:

1. That Create button at the top is new and very outside of normal iconology.
2. Why make us click the hamburger then delete.  Why not just have a trashcan like most places in GCx
3. I don't understand the term "parenthesis".  Why not Add Condition?
4. When will we get the Topics within a set timeframe?
5. What exactly is the purpose of this?
   
6. How is the participant determined?  The topic I chose is internal topic
7. How would something like this evaluate as true or false?
   

Hi Robert

Apologies, no idea why that was missed.

I've added this for you now. Please ensure you have the right permissions in your role and you should see them.

Thanks

Andy

Andy, I don't see that we were activated on our ORG.  Can you check?  Thanks.

Hi Imran

Thanks for reaching out

It seems to be working for me, not sure why we're getting a different experience.

The link to the actual form is below:

https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXQBjkg5sDIxMiphbbSBC6OVUNllVSTVGUzdQWjdCMlRNWlZRNVNGNUc4NS4u

Try this and let me know if it works ok for you

Thanks

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

Thanks.  

Observations:

1. That Create button at the top is new and very outside of normal iconology.
2. Why make us click the hamburger then delete.  Why not just have a trashcan like most places in GCx
3. I don't understand the term "parenthesis".  Why not Add Condition?
4. When will we get the Topics within a set timeframe?
5. What exactly is the purpose of this?
   
6. How is the participant determined?  The topic I chose is internal topic
7. How would something like this evaluate as true or false?
   

Hi Robert

Apologies, no idea why that was missed.

I've added this for you now. Please ensure you have the right permissions in your role and you should see them.

Thanks

Andy

Andy, I don't see that we were activated on our ORG.  Can you check?  Thanks.

Hi Imran

Thanks for reaching out

It seems to be working for me, not sure why we're getting a different experience.

The link to the actual form is below:

https://forms.office.com/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXQBjkg5sDIxMiphbbSBC6OVUNllVSTVGUzdQWjdCMlRNWlZRNVNGNUc4NS4u

Try this and let me know if it works ok for you

Thanks

Hi Andy,

I'm not sure if it's just me but I am trying to sign up to the beta on the Beta Board but it keeps linking to the Journey Flows beta instead. 

Thanks!

Hi Andy,

I've taken some time to play around creating categories and can say it works as expected, but I do have one question. Once a category has been created, where in GC are you able to find results? I.e. If I'm looking to find all interactions that meet the criteria for a category, similar to selecting a topic in trends or content search, is there a filter for Categories?

Regards,

L Sutherland

Hi Louis

Thanks for your feedback

At the moment for Categories you're only able to see these at the interaction level. If an interaction is tagged with a Category it will show under the Category section on the details tab. It isn't currently possible to find these via Content Search or in aggregates.

Our plan will be to bring these details to Content Search next, so you'll be able to filter by Categories as you can with Topics today. We're going to begin work on this really soon, and hope it will be a relatively fast follow once Categories becomes generally available.

Thanks

Hi Andy,

I've taken some time to play around creating categories and can say it works as expected, but I do have one question. Once a category has been created, where in GC are you able to find results? I.e. If I'm looking to find all interactions that meet the criteria for a category, similar to selecting a topic in trends or content search, is there a filter for Categories?

Regards,

L Sutherland

Hey @Andy Boland - is there an idea or somewhere, where we can track this content search/aggregates update?

Hi Louis

Thanks for your feedback

At the moment for Categories you're only able to see these at the interaction level. If an interaction is tagged with a Category it will show under the Category section on the details tab. It isn't currently possible to find these via Content Search or in aggregates.

Our plan will be to bring these details to Content Search next, so you'll be able to filter by Categories as you can with Topics today. We're going to begin work on this really soon, and hope it will be a relatively fast follow once Categories becomes generally available.

Thanks

Hi Andy,

I've taken some time to play around creating categories and can say it works as expected, but I do have one question. Once a category has been created, where in GC are you able to find results? I.e. If I'm looking to find all interactions that meet the criteria for a category, similar to selecting a topic in trends or content search, is there a filter for Categories?

Regards,

L Sutherland