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New Features Coming to STA on Dec 14, 2022

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  • 1.  New Features Coming to STA on Dec 14, 2022

    Posted 12-14-2022 10:53
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    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:

    STA Team
    #Interaction Analytics

    Anik Dey
    Genesys - Employees

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