In this video, Chris discusses a new feature "Agent, Queue, and Flow topics summary view enhancements"

Supervisors and analysts can now track the trend of a specific topic over time by selecting the corresponding column header within the Agent, Queue, and Flow summary views. They can also gain an overview of topic information by hovering over the column header, or the topic name in the column addition section. This feature provides a convenient way to visualize topic trends and obtain valuable insights. For more information, see Queue topics summary view , Agent topics summary view , and Flow topics summary view . This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Release notes: https://help.mypurecloud.com/releasenote/november-29-2023/

Presenter: @Christopher Visick

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