In this video @Mark Bernardo talks about how we can create Interaction categories for interaction analysis
Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an interaction. This feature enables administrators and supervisors to gain more insight into the nature of conversations between customers and agents.
Release Notes: https://help.mypurecloud.com/releasenote/may-27-2024
#TAMStudios #WEM #FeatureReview #Speech
Please post any questions, or comments, below or email us at TAMStudios@Genesys.com
00:06:25
Hi there @kevin chenAs of June 9th we introduced reporting on both categories and interaction categories.
Please visit the below TAMStudios video that runs through this functionality.
https://community.genesys.com/viewdocument/program-and-detected-category-filte?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments
Regards
CV
@Christopher Visick, trust all is well. any update of reporting capability of "interaction category"
Hi there Kevin
Firstly, thanks for watching and commenting on the TAMStudios videos. We hope they are giving you some extra insight into what you are able to do within GenesysCloud.
In regards to the reporting capabilities on "Interaction Categories" there is no functionality available right now within the UI but keep a look-out in the next couple of weeks/ month as we will be pushing out Interaction Category reporting as a filter within the "Content" view.
Hope this answers your question and kept watching TAMStudios.
interaction categories reporting: where or which report that supervisor can run after
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