Genesys Cloud - Main

Kis ora

Does anyone know how I can find all voice interactions for a week that had a certain threshold of over talk% or agent talk or silence?

Would help me to identify if a rep is losing control of a call or not talking enough.

Let me know if you know of any ideas.

Below is a snippet of one where the customer took over and the rep barely talked.

You can see this in Speech and Text Analytics by selecting agent topics then the agent you want to look at and then the time frame.

Assuming you have transcription enabled.

Kis ora

Does anyone know how I can find all voice interactions for a week that had a certain threshold of over talk% or agent talk or silence?

Would help me to identify if a rep is losing control of a call or not talking enough.

Let me know if you know of any ideas.

Below is a snippet of one where the customer took over and the rep barely talked.

You can see this in Speech and Text Analytics by selecting agent topics then the agent you want to look at and then the time frame.

Assuming you have transcription enabled.

Kis ora

Does anyone know how I can find all voice interactions for a week that had a certain threshold of over talk% or agent talk or silence?

Would help me to identify if a rep is losing control of a call or not talking enough.

Let me know if you know of any ideas.

Below is a snippet of one where the customer took over and the rep barely talked.

Here is the other tab - drop down does look like I would pick agent names here . . . . .? Would you know where I put in the perimeters of what I am looking for?

You can see this in Speech and Text Analytics by selecting agent topics then the agent you want to look at and then the time frame.

Assuming you have transcription enabled.

Kis ora

Does anyone know how I can find all voice interactions for a week that had a certain threshold of over talk% or agent talk or silence?

Would help me to identify if a rep is losing control of a call or not talking enough.

Let me know if you know of any ideas.

Below is a snippet of one where the customer took over and the rep barely talked.

go to performance > workspace

scroll down to the bottom 

left hand side under speech and text analyitics 

agent topics

in the report that opens enter the name of the agent you want to seach in next to the eye glass 

across the top you have the date range that can be adjusted to the timeframe you are after

it will show you in the report the percentages you are after

You'll have to look for interactions seperatley for the agent because speech and tex analytics does not allow you to drill down to the conversation ID

Here is the other tab - drop down does look like I would pick agent names here . . . . .? Would you know where I put in the perimeters of what I am looking for?

You can see this in Speech and Text Analytics by selecting agent topics then the agent you want to look at and then the time frame.

Assuming you have transcription enabled.

Kis ora

Does anyone know how I can find all voice interactions for a week that had a certain threshold of over talk% or agent talk or silence?

Would help me to identify if a rep is losing control of a call or not talking enough.

Let me know if you know of any ideas.

Below is a snippet of one where the customer took over and the rep barely talked.