Hi Robert,
Thanks for your response.
I am able to see topics for voice call on same queue that's used for emails interactions. It's just that for emails I don't see topics detection..Text Analytics is already enabled for digital channels
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Rakesh Kumar Jha
Servion Global Solutions Private Limited
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Original Message:
Sent: 05-20-2024 19:32
From: Robert Wakefield-Carl
Subject: Email Channel
Topics are triggered based on the program you have running, so if your Email is flowing through and Email flow, enable a program for that. If directly to queue, then enable it for that queue. This is all done in the Programs section of Quality in Admin.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-20-2024 19:10
From: Rakesh Kumar Jha
Subject: Email Channel
Hello Team,
I see that Text Analytics is able to identify Positive, Negative , Empathy Sentiment marking in the email channel. However, i dont see any topics for Email conversation. Please suggest if its correct understanding that topics identification from customer side of conversation is not available for Email channel.
#DigitalChannels