Hi Kirti,
Topic analysis does work on digital channels today. However, the results are only available in the API at the moment and are not yet shown in the UI / player. We have an upcoming feature to enable this (i.e. show topics detected in digital interactions). We don't have a firm date for that, however, we are targeting end of Q3 / start of Q4.
In the meantime, it is possible to use the API to get topics detected for a digital interaction if you are looking to extract that information from the system.
Thanks,
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
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Original Message:
Sent: 05-07-2021 14:34
From: Kirti Chaddha
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows
Hi Natalia, Please can you inform me when Topic analysis will be available for digital channels ?
Kind Regards,
Kirti
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Kirti Chaddha
British Telecommunications PLC
Original Message:
Sent: 05-05-2021 16:07
From: natalia abad
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows
Hello Community Members,
Today we are happy to announce the release of a Speech and Text Analytics enhancement.
In February we announced the release of Topic manager and Topic Spotting which allows you to build and configure Programs, Topics, and Phrases now with this release you're also able to map these Programs to Queues and/or Flows.
The Queue and flow to which each Program is tied up will help determine the set of different topics detected in different portions of the interactions gaining value and increasing business intelligence.
For more information, see About programs, topics, and phrases, Set topic, and program permissions, and Select a default program in Speech and text analytics settings. This feature requires a Genesys Cloud User 3 subscription and is available for both cloud and premise-based Edges it requires Edge and Media Tier version 1.0.0.10054 or later.
#SpeechandTextAnalytics
#QualityManagement
#Interaction Analytics
#QualityManagement
#SpeechandTextAnalytics
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natalia abad
Genesys - Employees
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