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  • 1.  Speech and Text Analytics Custom Report

    Posted 12-11-2024 11:20
    No replies, thread closed.

    Hello community, I'd really appreciate your help with my request.

    We have to build a custom report for Speech and Text Analytics where Supervisor can filter by Queue and by date range and show the user the below fields:

    • Agent Name
    • Sentiment Score
    • Sentiment Trend
    • Customer Duration %
    • Agent Duration %
    • Silcense Duration %
    • IVR Duration %
    • Over Talk COunt
    • Topics
    • Transcription link

    What API can we use to get the above information?

    Thanks in advance.


    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Mario Sanchez
    CEO
    ------------------------------


  • 2.  RE: Speech and Text Analytics Custom Report
    Best Answer

    Posted 12-11-2024 11:40
    No replies, thread closed.

    You will need a few API calls to get all of that information into a single report.  That would include conversations details, speech and analytics, and a quality API.  What I would do is setup these fields (or what is available) in an Interactions Content View and then schedule a daily export and then use the Static Data Link to use in your reporting package like Power BI.  The other way is to look at some 3rd-party products like Ttec Insights or Genesys A3S to get this info out of Genesys and into a digestible format.  



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