One of our teams uses Topic and Phrases data to track the interaction ids via Power Bi. They will then listen to a sample of calls to understand the context in a bit more detail to see how we can make customer journeys easier, or perhaps what training support/could be provided to our associates.

To open a particular conversation id, there are many steps involved- under Workspace, Performance tab and then under Interactions tab, we need to click Filter, we type "con" to get to the right filter, and then paste the conversation id, then open the call, adjust the data range if needed. The whole process takes on an average 11 seconds. The workaround of it by pasting the conversation id in URL takes is on average taking 4/5 seconds, but again can be a bit clumsy if working on a smaller screen.

In isolation finding a call this way isnt  a problem, however, as the team loads a minimum of 4000 of interactions a month, that time can quickly becomes hours, so reaching out to see if there is a "better way" and thus the team can improve that time to do more productive work.

We were just thinking if there could be a direct tab of entering a conversation id and press enter. It would ease the process of opening particular interactions on Genesys.

One of our teams uses Topic and Phrases data to track the interaction ids via Power Bi. They will then listen to a sample of calls to understand the context in a bit more detail to see how we can make customer journeys easier, or perhaps what training support/could be provided to our associates.

To open a particular conversation id, there are many steps involved- under Workspace, Performance tab and then under Interactions tab, we need to click Filter, we type "con" to get to the right filter, and then paste the conversation id, then open the call, adjust the data range if needed. The whole process takes on an average 11 seconds. The workaround of it by pasting the conversation id in URL takes is on average taking 4/5 seconds, but again can be a bit clumsy if working on a smaller screen.

In isolation finding a call this way isnt  a problem, however, as the team loads a minimum of 4000 of interactions a month, that time can quickly becomes hours, so reaching out to see if there is a "better way" and thus the team can improve that time to do more productive work.

We were just thinking if there could be a direct tab of entering a conversation id and press enter. It would ease the process of opening particular interactions on Genesys.