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In this video @Christopher Visick shows us the "Topic" tab now available in the Summary and Detail views.
Administrators and supervisors can now use the new Topic tab in agent, queue, and flow summary and detail views to analyze speech and text analytics data across key contact center analytics views. This feature transforms topic data into aggregated metrics that provide insights into call reasons, organizational challenges and agent skills, and performance and behaviors. For more information, see About reports, views, and dashboards. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, or 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/april-5-2023/
#TAMStudios #WEM #FeatureReview #QueueView #AgentsView
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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.