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  • 1.  Email Channel

    Posted 13 days ago

    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


  • 2.  RE: Email Channel

    Posted 13 days ago

    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
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    Original Message


  • 3.  RE: Email Channel

    Posted 13 days ago

    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


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