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Speech & Text Analytics - Topic tab in Agent, Queue and Flow views

  • 1.  Speech & Text Analytics - Topic tab in Agent, Queue and Flow views

    Posted 04-05-2023 06:09
    Edited by Tracy Vickers 04-26-2023 04:20



    Hello everyone


    Today we're really excited to be releasing the new Topic tab for Agent, Queue and Flow views


    This is a great feature which allows you to add Topic columns alongside key Agents, Queues or Flows information


    You can find the tab in Agent Performance, Queue Activity and Flow Performance: 

    Topic tab in Queue Activity


    Alternatively you can navigate right to it in the Speech & Text Analytics section of the analytics workspace:

    Speech & Text Analytics in Workspace


    To add a Topic column, simply navigate to the Table Columns section, search for the Topic you wish to add and select 'Add Columns':

    Add Topic column


    You'll then be able to see the number of interactions containing your selected Topic, along with key information such as Average Wait, Handle and Talk time:

    View Topic columns


    This is a really powerful feature, allowing you to search for key challenges, opportunities and drivers across your organization.


    There is more information available in the following Resource Center articles:

    https://help.mypurecloud.com/articles/agent-topics-summary-view/

    https://help.mypurecloud.com/articles/flow-topics-summary-view/

    https://help.mypurecloud.com/articles/queue-topics-summary-view/

    We really hope this feature helps you get great insights from Speech & Text Analytics

    Thanks


    #SpeechandTextAnalytics

    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------



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