Hello

Today we're really excited to be releasing some new great capabilities as part of Speech and Text Analytics

Usability improvements to messaging and email in the Transcript tab
Genesys Cloud improved usability for messaging and email in the Transcript tab of an interaction's overview page. Chat and messaging interactions on the Transcript tab now include dates and timestamps to see when the message occurred and different colors to distinguish between internal and external users. Users can also now toggle HTML content for all emails in a thread instead of for each email.

Improvements to Topic Spotting
It's now possible to add words and phrases in quotes to ensure that they are mandatory during topic detection. This ensures that Topic Spotting is even more accurate, picking up only those phrases that match the specific requirements detailed in a Topic.

Customer Sentiment in Agent Queue Detail and Queue Agent Detail
We've added sentiment data into the Agents Queues Detail and Queue Agent Detail views, giving supervisors more insight into customer sentiment in these views.

Support for Japanese (ja-JP) Topic Spotting in Voice Transcripts
We've added support for Japanese (ja-JP) for Topic Spotting in Voice Transcripts, allowing more customers to take advantage of the capabilities of Topic Spotting

These capabilities further increase the power of Speech & Text Analytics in Genesys Cloud

For more information check out the release notes: https://help.mypurecloud.com/releasenote/december-14-2022/

Thanks,
STA Team
#SpeechandTextAnalytics
#Interaction Analytics

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Anik Dey
Genesys - Employees
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