Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Topics and Interactions

    Posted 20 days ago

    I am wondering when we are creating topics and doing mining how we can drill to specific interactions.  For example: we mine intents/utterances regarding online banking, and we want to drill to the interaction that has the specific utterance, how would we go about that? or is it possible? 


    #ConversationalAI(Bots,VirtualAgent,etc.)

    ------------------------------
    Hannah Elliott
    Call Center Representative
    ------------------------------


  • 2.  RE: Topics and Interactions

    Posted 20 days ago

    Good Day Hannah

    You should be able to use the "Utterance History" where you can view specific utterance and the conversation for that utterance.  Unfortunately the history on this view is only available for the last 10 days.

    https://help.mypurecloud.com/articles/view-utterance-history/

    I had a look at the bot performance workspace and did not see a way to add a column or filter on this so not sure of any other way.

    Perhaps someone else in the community found another way to achieve this.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------

    Original Message


  • 3.  RE: Topics and Interactions

    Posted 19 days ago
    Edited by Hannah Elliott 19 days ago

    Thank you for this. I'm more referring to Topics within Genesys: 

    We like to have the ability to drill down to find the conversation ID that the system pulled the utterance/topic from. 



    ------------------------------
    Hannah Elliott
    Call Center Representative
    ------------------------------

    Original Message


  • 4.  RE: Topics and Interactions
    Best Answer

    Posted 18 days ago

    Greetings Hannah! Give the Content Search feature a try. Although not exactly what you're looking for, with respect to the exact utterance that triggered the Topic (kind of like what Intent Miner does), it does allow you to search & filter conversations by Topic & keyword/phrase within the topic.



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------

    Original Message


  • 5.  RE: Topics and Interactions

    Posted 17 days ago

    We have the same issue, Hannah.

    The only way that we have been advised to do this is to search for the phrase under content search. This is extremely time-consuming and takes us forever to get down to the actual interactions.
    What we might have to do  is to export the transcription data out into a data lake and run queries over it that way.

    Would be much easier though if Genesys Cloud could enable drilling down on phrases like they do on utterances!



    ------------------------------
    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------

    Original Message


Related Content