Workforce Engagement Management

Hi Tracy,

Can you provide additional information on "Coaching Made Smarter"? Looking for information on how "coaching opportunities are automatically flagged" in Genesys.

Thanks!

Hi Joseph,

Genesys uses speech and text analytics to automatically flag interactions that may need coaching. Here's how:

1. Real-Time and Post-Call Analysis

Every voice or chat interaction is transcribed and analyzed using AI and sentiment detection.

2. Trigger Detection

The system flags interactions based on:

• Negative sentiment (e.g., frustration)
• Escalation keywords
• Long silences or agent interruptions
• Missed compliance phrases

3. Automatic Flagging

When triggers are detected, the system:

• Flags the interaction
• Highlights relevant transcript sections
• Sends it to supervisors for review

4. Supervisor Action

Supervisors review the flagged interaction, then assign coaching or feedback based on the findings.

This helps ensure coaching is timely, relevant, and based on actual data.

I have also checked with our product team to check if anything else is in their vision and I was advised that In the future they are going to be looking at triggering coaching appointment automatically as part anomaly detection, but at present I have no further information on that.

If there is something specific you would like in the coaching feature, please create an idea here

Hi Tracy,

Can you provide additional information on "Coaching Made Smarter"? Looking for information on how "coaching opportunities are automatically flagged" in Genesys.

Thanks!

Thank you for the details Tracy. Where do I see that an interaction has been flagged for negative sentiment, long silences? Is Trigger Detection something that we need to enable?

Thank you,

Hi Joseph,

Genesys uses speech and text analytics to automatically flag interactions that may need coaching. Here's how:

1. Real-Time and Post-Call Analysis

Every voice or chat interaction is transcribed and analyzed using AI and sentiment detection.

2. Trigger Detection

The system flags interactions based on:

• Negative sentiment (e.g., frustration)
• Escalation keywords
• Long silences or agent interruptions
• Missed compliance phrases

3. Automatic Flagging

When triggers are detected, the system:

• Flags the interaction
• Highlights relevant transcript sections
• Sends it to supervisors for review

4. Supervisor Action

Supervisors review the flagged interaction, then assign coaching or feedback based on the findings.

This helps ensure coaching is timely, relevant, and based on actual data.

I have also checked with our product team to check if anything else is in their vision and I was advised that In the future they are going to be looking at triggering coaching appointment automatically as part anomaly detection, but at present I have no further information on that.

If there is something specific you would like in the coaching feature, please create an idea here

Hi Tracy,

Can you provide additional information on "Coaching Made Smarter"? Looking for information on how "coaching opportunities are automatically flagged" in Genesys.

Thanks!

Hi Joseph,

Genesys uses speech and text analytics to automatically flag interactions that may need coaching. Here's how:

1. Real-Time and Post-Call Analysis

Every voice or chat interaction is transcribed and analyzed using AI and sentiment detection.

2. Trigger Detection

The system flags interactions based on:

• Negative sentiment (e.g., frustration)
• Escalation keywords
• Long silences or agent interruptions
• Missed compliance phrases

3. Automatic Flagging

When triggers are detected, the system:

• Flags the interaction
• Highlights relevant transcript sections
• Sends it to supervisors for review

4. Supervisor Action

Supervisors review the flagged interaction, then assign coaching or feedback based on the findings.

This helps ensure coaching is timely, relevant, and based on actual data.

I have also checked with our product team to check if anything else is in their vision and I was advised that In the future they are going to be looking at triggering coaching appointment automatically as part anomaly detection, but at present I have no further information on that.

If there is something specific you would like in the coaching feature, please create an idea here

Hi Tracy,

Can you provide additional information on "Coaching Made Smarter"? Looking for information on how "coaching opportunities are automatically flagged" in Genesys.

Thanks!

Hi Tracy, 

I would be interested in knowing more about phase 3 of what you just described. We are using Speech and text currently and I don't see how to automatically send interactions for review to managers based on Speech & text triggers (which I am guessing would be S&T metrics or topics or keywords, depending on what we wanted to monitor). Is there a specific setup needed on top of the Speech & text license we already have, or is it just that we haven't made full use of existing features?

Many thanks in advance

Gaëlle

Hi Joseph,

Genesys uses speech and text analytics to automatically flag interactions that may need coaching. Here's how:

1. Real-Time and Post-Call Analysis

Every voice or chat interaction is transcribed and analyzed using AI and sentiment detection.

2. Trigger Detection

The system flags interactions based on:

• Negative sentiment (e.g., frustration)
• Escalation keywords
• Long silences or agent interruptions
• Missed compliance phrases

3. Automatic Flagging

When triggers are detected, the system:

• Flags the interaction
• Highlights relevant transcript sections
• Sends it to supervisors for review

4. Supervisor Action

Supervisors review the flagged interaction, then assign coaching or feedback based on the findings.

This helps ensure coaching is timely, relevant, and based on actual data.

I have also checked with our product team to check if anything else is in their vision and I was advised that In the future they are going to be looking at triggering coaching appointment automatically as part anomaly detection, but at present I have no further information on that.

If there is something specific you would like in the coaching feature, please create an idea here

Hi Tracy,

Can you provide additional information on "Coaching Made Smarter"? Looking for information on how "coaching opportunities are automatically flagged" in Genesys.

Thanks!