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  • 1.  Text Topics: Trend Report Template at the Queue and User Level

    Posted 11-02-2022 10:52
    No replies, thread closed.
    Would any one find it helpful to have a Trend Report for Text Topics, with filters to include Queue and Users? For coaching this could be helpful to understand the frequency of Topic Hits by user (collapsible under queue) so we could examine frequency of Topic hits at the user level for things such as Greeting, or use of profanity, etc.

    Thoughts?
    #Reporting/Analytics

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    Nicole Dehn
    AAA Club Alliance Inc.
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  • 2.  RE: Text Topics: Trend Report Template at the Queue and User Level

    Posted 11-03-2022 10:35
    No replies, thread closed.
    Hi Nicole. I leave people to rise their hands on it ;)

    But remember you can always open an idea in our ideas portal so this can be voted as well there

    https://genesyscloud.ideas.aha.io/

    Regards

    Alberto

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    Alberto Sagredo
    Sr Technical Account Manager EMEA
    Genesys - Employees
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    Original Message


  • 3.  RE: Text Topics: Trend Report Template at the Queue and User Level

    Posted 11-04-2022 08:18
    No replies, thread closed.
    Hi Nicole

    Thanks for your post

    We're actually going to be releasing something similar really soon for Speech & Text Analytics Topics

    You'll be able to drill right down to Agent/Queue etc level and then select Topics of interest. You'll then be able to see Topic 'hits' against them. 

    We're planning on this coming out toward the end of this year, so watch out for updates!

    If you'd like more specific details please reach out to me and we can make sure it's going to cover off your Use Case.

    Thanks

    Andy

    ------------------------------
    Andrew Boland
    Genesys - Employees
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    Original Message


  • 4.  RE: Text Topics: Trend Report Template at the Queue and User Level

    Posted 11-07-2022 09:08
    No replies, thread closed.
    Thank you for confirming this, Andrew. Please let me know any other details. Will this be a drill-down in the Topic Trends or a report template? This would be great to include, at the supervisor level, in a dashboard for real-time monitoring/coaching opportunities.

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    Nicole Dehn
    AAA Club Alliance Inc.
    ------------------------------

    Original Message


  • 5.  RE: Text Topics: Trend Report Template at the Queue and User Level
    Best Answer

    Posted 11-10-2022 05:18
    No replies, thread closed.
    Thanks Nicole

    Essentially there will be an Agent Topic view made available e.g. going to Agent > Performance there will be another tab for Topics

    In here you can get some interaction details such as handled, average talk etc. You'll also then have the ability to search for and add Topics as additional columns. You'll then be able to see the number and percentage of hits against the topic, across the Agents selected.

    Using this view you'll be able to get great insights around the Topics different Agents are getting, and be able to cross reference those with their average talk time or similar

    It'll be a great view to really get a good understanding of Topics across your Agent population

    Thanks

    Andy

    ------------------------------
    Andrew Boland
    Genesys - Employees
    ------------------------------

    Original Message


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