Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance

Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance

Hi Steven, you can use Topic Miner to have the system identify phrases that it is detecting and you can add them to the system. Regarding the question about detecting a Topic hit during a certain part of the call, you can use interaction categories and specify that you want to tag the call if a certain topic is detected in the last xxx seconds of the call. you can read more here: https://help.mypurecloud.com/articles/about-interaction-categories/

Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance

Hi Steven, you can use Topic Miner to have the system identify phrases that it is detecting and you can add them to the system. Regarding the question about detecting a Topic hit during a certain part of the call, you can use interaction categories and specify that you want to tag the call if a certain topic is detected in the last xxx seconds of the call. you can read more here: https://help.mypurecloud.com/articles/about-interaction-categories/

Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance

Hi Steven, you can use Topic Miner to have the system identify phrases that it is detecting and you can add them to the system. Regarding the question about detecting a Topic hit during a certain part of the call, you can use interaction categories and specify that you want to tag the call if a certain topic is detected in the last xxx seconds of the call. you can read more here: https://help.mypurecloud.com/articles/about-interaction-categories/

Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance

Hi Steven, at this time Evaluation Assistance does not use Categories, it only uses Topics. You can submit an idea for that here: https://genesyscloud.ideas.aha.io/ideas

Could you structure your Topics to cater to what you are looking for?

Hi Steven, you can use Topic Miner to have the system identify phrases that it is detecting and you can add them to the system. Regarding the question about detecting a Topic hit during a certain part of the call, you can use interaction categories and specify that you want to tag the call if a certain topic is detected in the last xxx seconds of the call. you can read more here: https://help.mypurecloud.com/articles/about-interaction-categories/

Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance

Hi Steven, at this time Evaluation Assistance does not use Categories, it only uses Topics. You can submit an idea for that here: https://genesyscloud.ideas.aha.io/ideas

Could you structure your Topics to cater to what you are looking for?

Hi Steven, you can use Topic Miner to have the system identify phrases that it is detecting and you can add them to the system. Regarding the question about detecting a Topic hit during a certain part of the call, you can use interaction categories and specify that you want to tag the call if a certain topic is detected in the last xxx seconds of the call. you can read more here: https://help.mypurecloud.com/articles/about-interaction-categories/

Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance