I am waiting for a process to be introduced where I can search interactions by Topic, read the transcript to validate the phrase, then somehow make a suggested edit from within the interaction transcript.  

Example - 
Say the topic is "Gratitude"
I have many phrases added to the Topic and I want to see if the phrases are being captured accurately.
Currently I am using the Content Search, filtering for interactions with "Gratitude" phrases and spot-checking the results, one at a time. 
If I find a phrase that was incorrectly identified as a "Gratitude" phrase, I now have to navigate back to the Admin tab and go into Topics to add or modify a phrase. 
It would be much more efficient and user-friendly to be able to mark the phrase in the call with edit notes, but this feature does not yet exist.  

Until this feature is available, I am wondering if anyone has found a work-around or best practice to suggest or make corrections in our current state? 

Thank you,

#Reporting/Analytics
#topics
#phrases

------------------------------
Janelle Lopez
The Chamberlain Group
------------------------------
​​

Hi Janelle

Thanks for your post

I just wanted to quickly clarify with you. If I understand correctly what you'd like here is the ability to update Topics directly from the Transcript (Add/Update phrases) or be able to jump straight to the Topic in question, again to add/update phrases. Is that accurate?

If that is the case this isn't something we have at the moment, but it would be really useful if you were able to create an idea for this (https://genesyscloud.ideas.aha.io/ideas) so we can get a feel for this feature and see if other customers are looking for the same capability

Many thanks

Andrew

------------------------------
Andrew Boland
Genesys - Employees
------------------------------

Original Message:
Sent: 11-01-2022 11:32
From: Janelle Lopez
Subject: What is the best, current method to check how well my Phrases are doing in a Topic?

I am waiting for a process to be introduced where I can search interactions by Topic, read the transcript to validate the phrase, then somehow make a suggested edit from within the interaction transcript.

Example -
Say the topic is "Gratitude"
I have many phrases added to the Topic and I want to see if the phrases are being captured accurately.
Currently I am using the Content Search, filtering for interactions with "Gratitude" phrases and spot-checking the results, one at a time.
If I find a phrase that was incorrectly identified as a "Gratitude" phrase, I now have to navigate back to the Admin tab and go into Topics to add or modify a phrase.
It would be much more efficient and user-friendly to be able to mark the phrase in the call with edit notes, but this feature does not yet exist.

Until this feature is available, I am wondering if anyone has found a work-around or best practice to suggest or make corrections in our current state?

Thank you,

#Reporting/Analytics
#topics
#phrases

------------------------------
Janelle Lopez
The Chamberlain Group
------------------------------
​​

Hi Andrew!
I realize the feature is not yet available, I was hoping others could share some timesaving, efficient actions to take until we are able to work with phrases from within the interaction.  There are ideas submitted that I voted up, one example:  WEM-I-669 -Ability to add or remove topic to a conversation.   Just waiting for more votes and a movement to Accepted :)
Do you have a suggestion for an efficient way to Test the accuracy of phrases in Topics? 

Thanks!

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.
------------------------------

Original Message:
Sent: 11-01-2022 13:55
From: Andrew Boland
Subject: What is the best, current method to check how well my Phrases are doing in a Topic?

Hi Janelle

Thanks for your post

I just wanted to quickly clarify with you. If I understand correctly what you'd like here is the ability to update Topics directly from the Transcript (Add/Update phrases) or be able to jump straight to the Topic in question, again to add/update phrases. Is that accurate?

If that is the case this isn't something we have at the moment, but it would be really useful if you were able to create an idea for this (https://genesyscloud.ideas.aha.io/ideas) so we can get a feel for this feature and see if other customers are looking for the same capability

Many thanks

Andrew

------------------------------
Andrew Boland
Genesys - Employees

Original Message:
Sent: 11-01-2022 11:32
From: Janelle Lopez
Subject: What is the best, current method to check how well my Phrases are doing in a Topic?

I am waiting for a process to be introduced where I can search interactions by Topic, read the transcript to validate the phrase, then somehow make a suggested edit from within the interaction transcript.

Example -
Say the topic is "Gratitude"
I have many phrases added to the Topic and I want to see if the phrases are being captured accurately.
Currently I am using the Content Search, filtering for interactions with "Gratitude" phrases and spot-checking the results, one at a time.
If I find a phrase that was incorrectly identified as a "Gratitude" phrase, I now have to navigate back to the Admin tab and go into Topics to add or modify a phrase.
It would be much more efficient and user-friendly to be able to mark the phrase in the call with edit notes, but this feature does not yet exist.

Until this feature is available, I am wondering if anyone has found a work-around or best practice to suggest or make corrections in our current state?

Thank you,

#Reporting/Analytics
#topics
#phrases

------------------------------
Janelle Lopez
The Chamberlain Group
------------------------------
​​

Hi Janelle

Right now I'm afraid I don't have a better suggestion.

However, I'd be really keen to talk through your Use Case here.

If you'd like to have a discussion about this please just reach out to me on the email below

Thanks

Andy
andrew.boland@genesys.com

------------------------------
Andrew Boland
Genesys - Employees
------------------------------

Original Message:
Sent: 11-01-2022 14:16
From: Janelle Lopez
Subject: What is the best, current method to check how well my Phrases are doing in a Topic?

Hi Andrew!
I realize the feature is not yet available, I was hoping others could share some timesaving, efficient actions to take until we are able to work with phrases from within the interaction.  There are ideas submitted that I voted up, one example:  WEM-I-669 -Ability to add or remove topic to a conversation.   Just waiting for more votes and a movement to Accepted :)
Do you have a suggestion for an efficient way to Test the accuracy of phrases in Topics?

Thanks!

------------------------------
Janelle Lopez
The Chamberlain Group, Inc.

Original Message:
Sent: 11-01-2022 13:55
From: Andrew Boland
Subject: What is the best, current method to check how well my Phrases are doing in a Topic?

Hi Janelle

Thanks for your post

I just wanted to quickly clarify with you. If I understand correctly what you'd like here is the ability to update Topics directly from the Transcript (Add/Update phrases) or be able to jump straight to the Topic in question, again to add/update phrases. Is that accurate?

If that is the case this isn't something we have at the moment, but it would be really useful if you were able to create an idea for this (https://genesyscloud.ideas.aha.io/ideas) so we can get a feel for this feature and see if other customers are looking for the same capability

Many thanks

Andrew

------------------------------
Andrew Boland
Genesys - Employees

Original Message:
Sent: 11-01-2022 11:32
From: Janelle Lopez
Subject: What is the best, current method to check how well my Phrases are doing in a Topic?

I am waiting for a process to be introduced where I can search interactions by Topic, read the transcript to validate the phrase, then somehow make a suggested edit from within the interaction transcript.

Example -
Say the topic is "Gratitude"
I have many phrases added to the Topic and I want to see if the phrases are being captured accurately.
Currently I am using the Content Search, filtering for interactions with "Gratitude" phrases and spot-checking the results, one at a time.
If I find a phrase that was incorrectly identified as a "Gratitude" phrase, I now have to navigate back to the Admin tab and go into Topics to add or modify a phrase.
It would be much more efficient and user-friendly to be able to mark the phrase in the call with edit notes, but this feature does not yet exist.

Until this feature is available, I am wondering if anyone has found a work-around or best practice to suggest or make corrections in our current state?

Thank you,

#Reporting/Analytics
#topics
#phrases

------------------------------
Janelle Lopez
The Chamberlain Group
------------------------------
​​