Genesys Casual

Hi,

I like Agent Empathy and the results that can be achieved by using this feature.

Hi! I completely agree with you. For me, the transcription feature is definitely the highlight as well. It's amazing to see the conversations accurately captured and transformed into readable data. It makes analyzing the interactions and finding areas for improvement so much easier and more visual.

Hi Lilian, 

I like Agent Empathy! :-)

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⋆ Maria Carvalho ⋆

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Hello, @Lilian Masselli

For me, the best part is configuring topics and using speech and text analytics. It's great to see how topics are identified in real interactions and use that information to measure contact center quality, identify trends, and find opportunities to improve both agent performance and the customer experience.

Without a doubt, Topics are my favorite part of WEM. They can be used to identify trends in reports and can also be associated with Evaluation Assistance conditions in evaluation forms, helping automate answers and significantly reducing manual work for the Quality team.

Today, it is also possible to take this automation further through Process Automation. A trigger can detect an interaction based on specific topics and execute an Architect workflow. The workflow can then call the Genesys Cloud API through a Data Action to create and assign the appropriate evaluation form to that interaction.

Genesys Cloud does not currently offer topics as a native selection criterion for assigning evaluation forms, but this can be achieved through a custom trigger, workflow, and API integration. This opens up many possibilities for automating quality processes and ensuring that the right interactions are evaluated.

Hi Lilian,

For me, it's seeing Topics move beyond reporting and become actionable. We've used them to trigger post-interaction workflows that identify customer dissatisfaction or complaints and notify the appropriate team. It's rewarding to see Speech & Text Analytics being used to drive follow-up actions rather than just reporting.

I'm also a big fan of tuning topics and phrases-it's satisfying to see detection accuracy improve as you refine them.

Hi, Lilian 

For me, the best part is how we can evaluate the quality of an agent's service using evaluation forms, particularly the automated evaluation form, it is amazing how much this can help with the day-to-day running of an operation.

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Iury Santos
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For me, the true value of WEM lies in how it transforms raw data into actionable insights, enabling us to deliver more personalized and efficient customer experiences at scale.

Hi!
Not really a fan of configuring WEM since it feels kinda boring to be honest, not my style haha

I do enjoy getting all the data through the Genesys APIs and building things that are not native to the plataform, though!

Hi Lilian, 

I really enjoy working with the sentiment analysis feature. There's something very satisfying about configuring it, seeing it in action, and then refining it through ongoing curation.

More broadly, I find WEM incredibly engaging to work with. Setting up its components and watching them come together is rewarding, and the insights it generates are invaluable for driving continuous improvements across the operation.

I like gamification because it makes everyday work more engaging, highlights progress and achievements, and motivates people through recognition and friendly competition.