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:

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.

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:

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.

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

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:

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.

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:

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.

Hi Anik,

From this view,

I need information about the filter part, you can select  'Transcript Content' or 'Interactions'. I need to use the tab 'Interactions' and use the filter 'Total Silence' but I do not find information specific of this filter part 'Interactions'. When I try to put 'Above 5segs' and click 'Apply', I have a pop-up that says 'you do not have the permissions required for the request. Transcription data from search cannot be shown'. Do you have any information about this? What permissions do I need?

Thank you!

Luz

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:

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.

Hi Maria, 

Thanks for flagging this. These filters should be available to use in Dec 2024, I will keep you posted.

Hi Anik,

From this view,

I need information about the filter part, you can select  'Transcript Content' or 'Interactions'. I need to use the tab 'Interactions' and use the filter 'Total Silence' but I do not find information specific of this filter part 'Interactions'. When I try to put 'Above 5segs' and click 'Apply', I have a pop-up that says 'you do not have the permissions required for the request. Transcription data from search cannot be shown'. Do you have any information about this? What permissions do I need?

Thank you!

Luz

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:

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.