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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 12-11-2024 11:19
From: Mario Sanchez
Subject: Speech and Text Analytics Custom Report
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
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Mario Sanchez
CEO
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