Genesys Cloud - Main

Hi all,

We are relatively new to Genesys Cloud and our customers are very interested in the ability to spot keywords / Sentiment analysis in real-time. Their use case is the ability to alert managers/supervisor of an inbound ACD voice call that is trending in a bad direction. I have done some research and learned that Speech/Text Analytics in GC seems to occur after a call has ended. Is this correct? If so, are there plans to offer real-time sentiment analysis / topic spotting and ability to alert supervisors of calls that appear to be handled in a negative fashion/poorly while the call is active?

Any insight here is appreciated. I have also searched the Aha Ideas portal, but simply cannot find much information.

Thank you in advance

Hi Shane

Thanks for your post

You're right, at the moment Speech & Text Analytics is performed post interaction.

We have had some discussions with customers about wanting to have an alerting capability.

It would be really useful if you could add an idea to the Ideas Portal, so that we can discuss the Use Cases further and other customers will be able to vote on it.

Thanks

Hi all,

We are relatively new to Genesys Cloud and our customers are very interested in the ability to spot keywords / Sentiment analysis in real-time. Their use case is the ability to alert managers/supervisor of an inbound ACD voice call that is trending in a bad direction. I have done some research and learned that Speech/Text Analytics in GC seems to occur after a call has ended. Is this correct? If so, are there plans to offer real-time sentiment analysis / topic spotting and ability to alert supervisors of calls that appear to be handled in a negative fashion/poorly while the call is active?

Any insight here is appreciated. I have also searched the Aha Ideas portal, but simply cannot find much information.

Thank you in advance

Hi all,

We are relatively new to Genesys Cloud and our customers are very interested in the ability to spot keywords / Sentiment analysis in real-time. Their use case is the ability to alert managers/supervisor of an inbound ACD voice call that is trending in a bad direction. I have done some research and learned that Speech/Text Analytics in GC seems to occur after a call has ended. Is this correct? If so, are there plans to offer real-time sentiment analysis / topic spotting and ability to alert supervisors of calls that appear to be handled in a negative fashion/poorly while the call is active?

Any insight here is appreciated. I have also searched the Aha Ideas portal, but simply cannot find much information.

Thank you in advance

Hi all,

We are relatively new to Genesys Cloud and our customers are very interested in the ability to spot keywords / Sentiment analysis in real-time. Their use case is the ability to alert managers/supervisor of an inbound ACD voice call that is trending in a bad direction. I have done some research and learned that Speech/Text Analytics in GC seems to occur after a call has ended. Is this correct? If so, are there plans to offer real-time sentiment analysis / topic spotting and ability to alert supervisors of calls that appear to be handled in a negative fashion/poorly while the call is active?

Any insight here is appreciated. I have also searched the Aha Ideas portal, but simply cannot find much information.

Thank you in advance

Hi Shane,

We featured your question on the latest episode of the Q&A Show. 

Hope you find the Joes' advice helpful!

Matt

Hi all,

We are relatively new to Genesys Cloud and our customers are very interested in the ability to spot keywords / Sentiment analysis in real-time. Their use case is the ability to alert managers/supervisor of an inbound ACD voice call that is trending in a bad direction. I have done some research and learned that Speech/Text Analytics in GC seems to occur after a call has ended. Is this correct? If so, are there plans to offer real-time sentiment analysis / topic spotting and ability to alert supervisors of calls that appear to be handled in a negative fashion/poorly while the call is active?

Any insight here is appreciated. I have also searched the Aha Ideas portal, but simply cannot find much information.

Thank you in advance