Workforce Engagement Management

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  • 1.  Tracking caller authentication using phrases in a topic

    Posted 02-23-2023 09:47

    Any experienced users of Speech and Analytics Topics and Phrases out there?

    Our call center agents have to authenticate callers to provide information from their file.
    How can we use Speech and Analytics to quickly help with tracking that this was completed?
    Is topics and phrases the best way to do this?


    #SpeechandTextAnalytics

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    Melissa Callender
    Ontario Teachers' Pension Plan
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  • 2.  RE: Tracking caller authentication using phrases in a topic

    GENESYS
    Posted 02-25-2023 11:49
    Edited by Mark Fagus 04-12-2023 17:06

    Hi Melissa, please send an email to me and I can help you with this.   thanks!   Mark Fagus



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    Mark Fagus
    Genesys - Employees
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    Original Message


  • 3.  RE: Tracking caller authentication using phrases in a topic

    Posted 02-28-2023 08:07

    Hey @Mark Fagus just sent! Thanks

    Is this email for any help regarding WEM?



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    Melissa Callender
    Senior Operations Specialist
    Ontario Teachers' Pension Plan
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    Original Message


  • 4.  RE: Tracking caller authentication using phrases in a topic

    GENESYS
    Posted 02-28-2023 09:58

    Yes Melissa, for all WEM related topics.



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    Mark Fagus
    Genesys - Employees
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    Original Message


  • 5.  RE: Tracking caller authentication using phrases in a topic

    GENESYS
    Posted 03-01-2023 09:24

    Topics and Phrases is a method that could be used.

    To do this you would need to bundle together the common phrases used to complete the authentication and then when you detect the phrase its then associated with an 'Authentication' topic. This would allow this to be measured at a queue/agent level as well so you would get topics views confirming its being done 100% of the time (if required). 



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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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    Original Message


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