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  • 1.  Is there a way to alert a supervisor via sentiment analysis or topics?

    Posted 11-17-2023 17:50
    No replies, thread closed.

    Is there a way to send an alert to a supervisor when a customer requests a supervisor? 

    I know you can use topics or sentiment analysis to pick up on supervisor requests, but can you create an alert rule to notify a supervisor when this type of request comes in to an agent?

    Thank you,

    Jacob Johnson


    #Reporting/Analytics

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    Jacob Johnson
    Mediu, Inc.
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  • 2.  RE: Is there a way to alert a supervisor via sentiment analysis or topics?

    Posted 12-09-2023 15:47
    No replies, thread closed.

    Unfortunately, there are no real-time notifications on topics, only transcription words using the Transcription Notification Topic.  I put this idea in a while back:  Add transcription topic to Triggers | Genesys Cloud Ideas Portal (aha.io).  Please add comments to this and encourage others.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Is there a way to alert a supervisor via sentiment analysis or topics?

    Posted 12-11-2023 10:02
    No replies, thread closed.

    You can also follow this idea - https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-132

    The target is to get this into the product in the second half of 2024.



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    Anik Dey
    Genesys - Employees
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