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Feature Spotlight | Topic trends view 

07-13-2022 20:43

Topic trends summary and detail views
Quality Assurance and Compliance
From Genesys Cloud WEM

Today we present a new enhancement that seeks to elevate the work done by supervisors, analysts and managers with the release of Topic trends Views for Genesys Cloud CX.
This feature provides insight into call drivers, customer sentiment, and agent skills and performance, based on topics and events detected during a customer interaction.

  • Contact center managers and supervisors can now use the new topic trends summary and detail views to view the frequency and trends for topics occurring within calls, chat, messaging, and emails within the contact center.

  • Managers can use the aggregated metrics to better understand customer and agent behavior during the interaction. For more information, see Topic Trends Summary.

Speech and text analytics
included in the price
Business and customer insights
AI-powered speech and text analytics tools to close the loop, extracting meaning and insights to plan and execute strategies boosting the quality and performance of the workforce and business.
Enterprise-grade security & compliance
Meet compliance on a global scale, and ensure sensitive information is handled properly with a set of integrated tools automation, and custom processes for recording and Quality Management.
A little learning goes a long way

Of course, this is just a short preview of Quality Assurance and Compliance. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about quality management in our Genesys Resource Center.

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 Quality Assurance & Compliance Resources


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