Workforce Engagement Management

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

------------------------------
natalia abad
Genesys - Employees
------------------------------

Hi Natalia, Please can you inform me when Topic analysis will be available for digital channels ?  ​

Kind Regards,
Kirti

------------------------------
Kirti Chaddha
British Telecommunications PLC
------------------------------

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,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------

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

------------------------------
Kirti Chaddha
British Telecommunications PLC
------------------------------

Hi!
Does we need to setup smth specifically to search for digital interaction transcription? According to the documentation at https://developer.mypurecloud.de/api/rest/v2/search/transcript_search.html we can search for media types like call, chat, email and message.
API request gives result only if I put media type call and words available in conversation transcript, but not if I put chat or email and then search for words in digital interactions

------------------------------
Armands Bunkovskis
Adventus Solutions Sia
------------------------------

Original Message:
Sent: 05-10-2021 07:01
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

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,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------


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

------------------------------
Kirti Chaddha
British Telecommunications PLC

HI Rakesh,
Can you please indicate what API to be used to get topics of digital interactions?

This API only retirns sentiment analysis but no topic: GET /api/v2/speechandtextanalytics/conversations/{conversationId}
For voice conversations, we use this API to retrieve the transcription and topics:
GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

Thanks a lot
Regards
Hichem




------------------------------
Hichem Agrebi
------------------------------

Original Message:
Sent: 05-10-2021 07:01
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

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,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------


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

------------------------------
Kirti Chaddha
British Telecommunications PLC

It would be that same API.

Do you have topic spotting running on your Digital Interactions?  To do that, you need to either have a Default Program set, or have a Program mapped to the Queues / Flows that handle your Digital Interactions.  Give that a try and if you are still running in to issues, perhaps create a ticket with Customer Care.

Thanks,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------

Original Message:
Sent: 05-27-2021 04:21
From: Hichem Agrebi
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

HI Rakesh,
Can you please indicate what API to be used to get topics of digital interactions?

This API only retirns sentiment analysis but no topic: GET /api/v2/speechandtextanalytics/conversations/{conversationId}
For voice conversations, we use this API to retrieve the transcription and topics:
GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

Thanks a lot
Regards
Hichem

------------------------------
Hichem Agrebi
------------------------------


Original Message:
Sent: 05-10-2021 07:01
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

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,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud


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

------------------------------
Kirti Chaddha
British Telecommunications PLC

Thanks Rakesh,
just trying to understand which API it is, when you say it's the same then it would be:
Get /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl ?

For chat and email, what would be the communicationId then? I can only find communicationId for calls 

Thanks for clarifying
Regards

------------------------------
Hichem Agrebi
------------------------------

Original Message:
Sent: 05-27-2021 07:24
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

It would be that same API.

Do you have topic spotting running on your Digital Interactions?  To do that, you need to either have a Default Program set, or have a Program mapped to the Queues / Flows that handle your Digital Interactions.  Give that a try and if you are still running in to issues, perhaps create a ticket with Customer Care.

Thanks,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------


Original Message:
Sent: 05-27-2021 04:21
From: Hichem Agrebi
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

HI Rakesh,
Can you please indicate what API to be used to get topics of digital interactions?

This API only retirns sentiment analysis but no topic: GET /api/v2/speechandtextanalytics/conversations/{conversationId}
For voice conversations, we use this API to retrieve the transcription and topics:
GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

Thanks a lot
Regards
Hichem

------------------------------
Hichem Agrebi


Original Message:
Sent: 05-10-2021 07:01
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

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,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud


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

------------------------------
Kirti Chaddha
British Telecommunications PLC

It is the transcripturl API.

I'm not sure on the specific IDs to use in the API.  Perhaps post on the forum here:
https://developer.genesys.cloud/forum/c/platform-api

Thanks,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------

Original Message:
Sent: 05-27-2021 07:49
From: Hichem Agrebi
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

Thanks Rakesh,
just trying to understand which API it is, when you say it's the same then it would be:
Get /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl ?

For chat and email, what would be the communicationId then? I can only find communicationId for calls

Thanks for clarifying
Regards

------------------------------
Hichem Agrebi
------------------------------


Original Message:
Sent: 05-27-2021 07:24
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

It would be that same API.

Do you have topic spotting running on your Digital Interactions?  To do that, you need to either have a Default Program set, or have a Program mapped to the Queues / Flows that handle your Digital Interactions.  Give that a try and if you are still running in to issues, perhaps create a ticket with Customer Care.

Thanks,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud


Original Message:
Sent: 05-27-2021 04:21
From: Hichem Agrebi
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

HI Rakesh,
Can you please indicate what API to be used to get topics of digital interactions?

This API only retirns sentiment analysis but no topic: GET /api/v2/speechandtextanalytics/conversations/{conversationId}
For voice conversations, we use this API to retrieve the transcription and topics:
GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

Thanks a lot
Regards
Hichem

------------------------------
Hichem Agrebi


Original Message:
Sent: 05-10-2021 07:01
From: Rakesh Tailor
Subject: Speech and Text Analytics enhancements – Topic Manager and Topic spotting map to Queue/flows

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,

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud


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

------------------------------
Kirti Chaddha
British Telecommunications PLC