Genesys Cloud - Main

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

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

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.

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

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.

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

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
------------------------------

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-

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 09-13-2023 01:16
From: James Bray
Subject: Reporting: Interaction Metrics - Overtalk, Silence

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

------------------------------
James Bray
Heidelberg Materials AG
------------------------------

Anik,

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

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-

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 09-13-2023 01:16
From: James Bray
Subject: Reporting: Interaction Metrics - Overtalk, Silence

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

------------------------------
James Bray
Heidelberg Materials AG
------------------------------

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.

Anik,

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

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-

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 09-13-2023 01:16
From: James Bray
Subject: Reporting: Interaction Metrics - Overtalk, Silence

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

------------------------------
James Bray
Heidelberg Materials AG
------------------------------