Hello.

Question to Genesys and other community members: 

Outside of Resource Center, is there a good training video or a webinar that goes more in depth on Interaction Categories building? This is a newer feature in our UI and I have created some test categories, but it does not seem to work anymore. 

Would be great to have a session dedicated to that or recorded training. 

Thanks,

Larissa

Hi Larissa,

I have checked with the product team and they have kindly forwarded this video to me that I am sure will help you.

Hello.

Question to Genesys and other community members: 

Outside of Resource Center, is there a good training video or a webinar that goes more in depth on Interaction Categories building? This is a newer feature in our UI and I have created some test categories, but it does not seem to work anymore. 

Would be great to have a session dedicated to that or recorded training. 

Thanks,

Larissa

Hi Larissa,

I have checked with the product team and they have kindly forwarded this video to me that I am sure will help you.

Hello.

Question to Genesys and other community members: 

Outside of Resource Center, is there a good training video or a webinar that goes more in depth on Interaction Categories building? This is a newer feature in our UI and I have created some test categories, but it does not seem to work anymore. 

Would be great to have a session dedicated to that or recorded training. 

Thanks,

Larissa

Hi Larissa,

I have checked with the product team and they have kindly forwarded this video to me that I am sure will help you.

Hello.

Question to Genesys and other community members: 

Outside of Resource Center, is there a good training video or a webinar that goes more in depth on Interaction Categories building? This is a newer feature in our UI and I have created some test categories, but it does not seem to work anymore. 

Would be great to have a session dedicated to that or recorded training. 

Thanks,

Larissa

That video was really helpful with how to configure a category.  Is there any timeline of features that ties in with this? 

I think this feature would pair nicely with Alerts.  If there was a situation arise, a supervisor could be alerted to then be prompted to monitor a call that's going badly.

I'm sure there's lots of other reporting and analytical uses for this too.

Hi Larissa,

I have checked with the product team and they have kindly forwarded this video to me that I am sure will help you.

Hello.

Question to Genesys and other community members: 

Outside of Resource Center, is there a good training video or a webinar that goes more in depth on Interaction Categories building? This is a newer feature in our UI and I have created some test categories, but it does not seem to work anymore. 

Would be great to have a session dedicated to that or recorded training. 

Thanks,

Larissa

Hi Robert and also Brian from the message above.

The next phase of Interaction Categories is going to be adding the data to Content Search. That way you'll easily be able to find interactions where a certain Interaction Category has been identified.

Beyond that aggregate data will be planned i.e. adding Interaction Categories to Topic Trends and Agent/Queue/Flow Topic views. This will allow you to start quantifying Interaction Categories and understand trends.

There are no specific dates for these at the moment, but Content Search is a major focus here; we hope to get some dates available soon.

Regarding altering, Interactions Categories work on the whole of an interaction. As you can imagine if an Interaction Category is configured to find something at the end of an interaction, we'd need to wait for it to finish before we're able to detect if the Interaction Category criteria was met.

Having said that, there certainly are plans to surface Interaction Categories in more places across Genesys Cloud

Thanks

That video was really helpful with how to configure a category.  Is there any timeline of features that ties in with this? 

I think this feature would pair nicely with Alerts.  If there was a situation arise, a supervisor could be alerted to then be prompted to monitor a call that's going badly.

I'm sure there's lots of other reporting and analytical uses for this too.

Hi Larissa,

I have checked with the product team and they have kindly forwarded this video to me that I am sure will help you.

Hello.

Question to Genesys and other community members: 

Outside of Resource Center, is there a good training video or a webinar that goes more in depth on Interaction Categories building? This is a newer feature in our UI and I have created some test categories, but it does not seem to work anymore. 

Would be great to have a session dedicated to that or recorded training. 

Thanks,

Larissa