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  • 1.  Reporting: Interaction Metrics - Overtalk, Silence

    Posted 09-13-2023 01:17

    Hi All,

    I'm new to Genesys and looking at what reporting options are available. I can see when looking at an individual interaction there are interaction metrics called Agent Talk, Customer Talk, Silence and Overtalk that I'd be interested in looking at in bulk.

    Is there any option to report on these metrics with the other interaction data?

    Searching in Genesys for overtalk returns no results


    #Reporting/Analytics

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    James Bray
    Heidelberg Materials AG
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  • 2.  RE: Reporting: Interaction Metrics - Overtalk, Silence

    Posted 09-13-2023 03:55

    You are in luck!  The filtering for the acoustic analysis metrics is due out this month or next.  Check the Beta site to see if there is one running.



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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: Reporting: Interaction Metrics - Overtalk, Silence

    Posted 09-13-2023 04:06

    Hi James,

    Welcome to the community. Aggregated metrics are not yet available for Acoustic Analysis. I believe this is planned but cannot find a target date.



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    Richard Chandler
    Connect
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  • 4.  RE: Reporting: Interaction Metrics - Overtalk, Silence

    Posted 09-13-2023 19:02

    Thanks Robert! I was able to find the Road map from your comment - a good read and was great to see the other features planned



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    James Bray
    Heidelberg Materials AG
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  • 5.  RE: Reporting: Interaction Metrics - Overtalk, Silence

    Posted 09-13-2023 19:06

    Thanks Richard,

    Yes, I can't see an exact date, but the road map here: Genesys Cloud Ideas Portal (aha.io) was useful to see these upcoming features - thank you.



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    James Bray
    Heidelberg Materials AG
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  • 6.  RE: Reporting: Interaction Metrics - Overtalk, Silence

    GENESYS
    Posted 09-26-2023 10:35
    Edited by Anik Dey 09-26-2023 10:35

    Hi James, acoustic metrics are going to be released first week of November. These metrics can be accessed via the Speech and Text Analytics API:

    https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId-



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    Anik Dey
    Genesys - Employees
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  • 7.  RE: Reporting: Interaction Metrics - Overtalk, Silence

    Posted 09-26-2023 17:38

    Anik,

    Any idea when we would get something tone or emotion detection?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 8.  RE: Reporting: Interaction Metrics - Overtalk, Silence

    GENESYS
    Posted 09-27-2023 09:55

    Hey Robert,

    We are currently not actively researching tone or emotion detection. The focus is to get acoustic metrics out first - silence, overtalk, agent talk, customer talk, and make sentiment analysis work with all Genesys Cloud-supported languages by Q1, 2024. Once that's done, we will revisit tone and emotion detection. We haven't had many customers requesting tone and emotion detection and I believe sentiment when paired with acoustics metrics caters to most use cases.

    Happy to discuss particular use cases that will benefit from tone detection.



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    Anik Dey
    Genesys - Employees
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