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Is there a way to limit speech & text analytics from analyzing the hold message once the call is waiting in Queue?

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  • 1.  Is there a way to limit speech & text analytics from analyzing the hold message once the call is waiting in Queue?

    Posted 11-17-2023 17:24
    No replies, thread closed.

    Expressing Empathy is being triggered on 95% of calls as the call waits in queue and the prompt reads "We apologize for the delay." The words "we apologize" are triggering the express empathy topic; is there a way to limit "internal participant" to just the agent? 


    #SpeechandTextAnalytics

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Is there a way to limit speech & text analytics from analyzing the hold message once the call is waiting in Queue?

    Posted 11-19-2023 21:56
    No replies, thread closed.

    Hi Shelby!

    We do have recording suppression on hold in the works for next month that should address this issue.

    https://genesyscloud.ideas.aha.io/ideas/REC-I-40

    @Daniel Ho can add more detail.

    Cheers!

    Leor



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    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
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