Genesys Cloud - Main

In this video @Gaurav Srivastava talks about how to filter and search conversations by acoustic metrics and wrap-up codes.

Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence percentages. This feature helps teams identify interactions that contain specific speech patterns, such as long periods of silence or frequent interruptions. Also, administrators can filter searches via interaction metadata, including wrap-up codes, wrap-up notes, external tags, handle times, and interaction length. These enhancements make it easier to locate relevant conversations and analyze trends.

Read more:

• Content Search view
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/february-10-2025/

#TAMStudios #FeatureReview #PerformanceMetrics #AcousticMetrics