Genesys Cloud - Main

I am looking for clarification with a selection with Transcription.

Transcript Content Search: If enabled this allows for the transcript to be searched for the last 35 days.  What if this is disabled.  Is all Content search disabled, or you can search longer than 35 days?   It would be nice to be able to set the limits for searchability, e.g. 1 month, 3 months, 1 year etc.
#QualityManagement

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Martin Bunting
i3Vision Technologies Inc.
------------------------------

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Thanks, Vaun for the quick response.

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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

Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 06-11-2021 08:02
From: Rakesh Tailor
Subject: Transcription

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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


Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Content Search by Sentiment is available as a Beta.  Content Search by Topic is in progress and we are shooting for early Q4.

If you would like to be added to the Beta, please email me and I can get you added.

Thanks,

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

Original Message:
Sent: 06-11-2021 11:18
From: Martin Bunting
Subject: Transcription

Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------


Original Message:
Sent: 06-11-2021 08:02
From: Rakesh Tailor
Subject: Transcription

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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


Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Excellent.  I just emailed you the particulars.  Thanks.

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 06-11-2021 12:20
From: Rakesh Tailor
Subject: Transcription

Content Search by Sentiment is available as a Beta.  Content Search by Topic is in progress and we are shooting for early Q4.

If you would like to be added to the Beta, please email me and I can get you added.

Thanks,

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


Original Message:
Sent: 06-11-2021 11:18
From: Martin Bunting
Subject: Transcription

Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

------------------------------
Martin Bunting
i3Vision Technologies Inc.


Original Message:
Sent: 06-11-2021 08:02
From: Rakesh Tailor
Subject: Transcription

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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


Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Hi Rakesh, just checking if there is any update on new functionality to search interactions by Topic yet?

If there is a Beta could you please contact me by email so I can have our technical guys get in touch. I'll send through my details, thanks.

------------------------------
Louis Sutherland
Spark NZ Trading
------------------------------

Original Message:
Sent: 06-11-2021 12:20
From: Rakesh Tailor
Subject: Transcription

Content Search by Sentiment is available as a Beta.  Content Search by Topic is in progress and we are shooting for early Q4.

If you would like to be added to the Beta, please email me and I can get you added.

Thanks,

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


Original Message:
Sent: 06-11-2021 11:18
From: Martin Bunting
Subject: Transcription

Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

------------------------------
Martin Bunting
i3Vision Technologies Inc.


Original Message:
Sent: 06-11-2021 08:02
From: Rakesh Tailor
Subject: Transcription

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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


Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Search by Topic is already available as a Beta.  I'll reach out to get you added to the Beta for this.

Thanks,

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

Original Message:
Sent: 04-10-2022 20:18
From: Louis Sutherland
Subject: Transcription

Hi Rakesh, just checking if there is any update on new functionality to search interactions by Topic yet?

If there is a Beta could you please contact me by email so I can have our technical guys get in touch. I'll send through my details, thanks.

------------------------------
Louis Sutherland
Spark NZ Trading
------------------------------


Original Message:
Sent: 06-11-2021 12:20
From: Rakesh Tailor
Subject: Transcription

Content Search by Sentiment is available as a Beta.  Content Search by Topic is in progress and we are shooting for early Q4.

If you would like to be added to the Beta, please email me and I can get you added.

Thanks,

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


Original Message:
Sent: 06-11-2021 11:18
From: Martin Bunting
Subject: Transcription

Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

------------------------------
Martin Bunting
i3Vision Technologies Inc.


Original Message:
Sent: 06-11-2021 08:02
From: Rakesh Tailor
Subject: Transcription

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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


Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Thanks Rakesh. I've spoken with the technical team and they advised that we're already part of this Beta, however I can't find the Topic filter in content view.

Could you send a screenshot of where the function is located by chance?

------------------------------
Louis Sutherland
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-11-2022 07:52
From: Rakesh Tailor
Subject: Transcription

Search by Topic is already available as a Beta.  I'll reach out to get you added to the Beta for this.

Thanks,

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


Original Message:
Sent: 04-10-2022 20:18
From: Louis Sutherland
Subject: Transcription

Hi Rakesh, just checking if there is any update on new functionality to search interactions by Topic yet?

If there is a Beta could you please contact me by email so I can have our technical guys get in touch. I'll send through my details, thanks.

------------------------------
Louis Sutherland
Spark NZ Trading


Original Message:
Sent: 06-11-2021 12:20
From: Rakesh Tailor
Subject: Transcription

Content Search by Sentiment is available as a Beta.  Content Search by Topic is in progress and we are shooting for early Q4.

If you would like to be added to the Beta, please email me and I can get you added.

Thanks,

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


Original Message:
Sent: 06-11-2021 11:18
From: Martin Bunting
Subject: Transcription

Thanks, Rakesh.  Any idea on the availability (ETA) of Sentiment and Topic search within the UI?

------------------------------
Martin Bunting
i3Vision Technologies Inc.


Original Message:
Sent: 06-11-2021 08:02
From: Rakesh Tailor
Subject: Transcription

Vaun's response is correct.  Searching on words/phrases is fixed at 35 days as the volume of data to index is very large.  Note that other aspects of Content Search are still usable past the 35 day limit, this includes searching by Sentiment and Topics once released.

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


Original Message:
Sent: 06-10-2021 16:52
From: Vaun McCarthy
Subject: Transcription

Hi Martin

It's my understanding based on a case I raised that this content search is for finding  interactions based on transcription content - via the Performance\Content menu and filters.  If you turn off that option my guess is you can't search for particular calls based on the content of the transcript.  But you would (again based on the response I got) still be able to search within an interaction to find where in the call a certain word(s) was/were spoken.

I haven't seen anything to indicate you'd be able to control the searchability period.  I'm guessing Genesys drew a line in the sand at 35 days because of the data storage and processing power needed to search back too far.

------------------------------
Vaun McCarthy
NTT New Zealand Limited