Genesys Cloud - Main

In this video @Gaurav Srivastava talks about how to view acoustic data in topic trends, and agent, queue, flow topic views.

Administrators can now view and filter acoustic data in topic trends, and in agent, queue, flow topic views. Supervisors and analysts can access and filter acoustic metrics, including talk time, silence, overtalk, and hold music within these views. This feature makes it easier to identify patterns such as interactions with prolonged silence, and improves the analysis of communication dynamics. 

Read more:

• Agent topics summary view
• Queue topics summary view
• Flow topics summary view

Release notes: https://help.mypurecloud.com/releasenote/september-16-2024/

Please post any questions, or comments, below or email us at TAMStudios@Genesys.com 

#TAMStudios #FeatureReview #TopicDetection #topics