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  • 1.  Upcoming Enhancements to Content Search

    GENESYS
    Posted 08-07-2024 14:27

    Hi Community Members and Users of Content Search,

    In a future release, Genesys Cloud will improve the Content Search view by displaying a single record for each unique interaction, rather than multiple records. This enhancement aims to provide a more consistent and streamlined reporting experience. Previously, each transcript from a conversation appeared as a separate record.

    Key changes

    One record for each interaction

    • Users will now see one main row that represents each unique interaction. Related transcript details will be nested under this main row as subrows, allowing for clearer organization and easier access to all information that relates to the specific interaction.

    Consistent Metadata Representation

    • To/From – The main row will display the To and From information from the oldest transcript. The subrows will show these details for each individual transcript to avoid confusion from alternating addresses.
    • ANI/DNIS – The main row will display the ANI and DNIS information from the oldest transcript. 
    • Duration – The main row will sum the durations of all transcripts, providing a total conversation time.
    • Empathy score – A list of unique scores, sorted by oldest to newest, will be presented in the main row. Subrows will not display these scores.
    • Sentiment score – Only one score will be shown in the main row, with subrows showing a placeholder ('-').
    • Topics/Queues – An expandable list of all unique topics and queues will be shown in the main row, with detailed listings in the subrows.
    • Start date – The start time of the oldest transcript will be displayed, with individual transcript start times available in the subrows.

    This change will eliminate duplicate entries for the same conversation and make it easier for users to manage and analyze conversations, offering a clearer overview and deeper insights into customer interactions.

    Before the Update

    Users see duplicate rows for the same conversation ID in Content Search, especially for async digital media types like messaging and email, which led to confusion when it comes to reporting: 

    After the Update

    Users will see one only row for each unique conversation Id:

    If there are multiple transcripts mapped to a single conversationId they will be nested and user can click to expand to see the transcript rows under the main row:
    You can expect this update to be generally available to all customers in Sept 2024. We look forward to hearing your feedback and we hope this will improve your experience using Content Search.

    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures

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    Anik Dey
    Genesys - Employees
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  • 2.  RE: Upcoming Enhancements to Content Search

    GENESYS
    Posted 08-07-2024 16:05

    This is an awesome update to the Content Search!



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Upcoming Enhancements to Content Search

    Posted 08-08-2024 04:54

    Thanks Anik, this is much awaited enhancement. I assume there won't be a public beta and this will be rolled out directly. I also assume no changes to the current API, rather backend changes to return a single record? thanks. Regards

    Hichem



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    Hichem Agrebi
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  • 4.  RE: Upcoming Enhancements to Content Search
    Best Answer

    GENESYS
    Posted 08-08-2024 11:17

    No changes to the current API, that is correct. We will go straight to GA next month.



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    Anik Dey
    Genesys - Employees
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