Genesys Cloud - Main

In this video, @Christopher Visick discusses a new feature "Introducing Content Exploration view"

Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides dynamic search and filtering options, allowing analysts to quickly refine results using topics, empathy score, sentiment score, sentiment trend, and significant keywords. As analysts select filters, interaction counts and related results update in real time to display the most relevant conversations. This enhancement helps analysts identify trends, perform root cause analysis, and make data-driven recommendations that improve customer experience, agent performance, and overall business outcomes.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/march-16-2026/

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