To search for topic trends in interactions with transcripts, click Performance > Workspace > Topic Trends. Updated the Mobile apps section for Genesys Tempo and Genesys Cloud Communicate support. The amount of time a user spent in a given PureCloud status (such as available or busy). For download information, see Mobile apps. Without one or more phrases a topic can not exist. Programs are a package of topics that instruct speech and text analytics what business level intents to look for in recorded conversations between interaction participants. Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Run the Genesys Cloud Network Readiness Assessment Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input. Search by skill, explore the organizational hierarchy, and synchronize data across enterprise systems. For more information, see. During the voice conversation, the following happens: Real-time audio of the voice interaction is streamed to Google Agent Assist service. Available topics - Genesys Cloud Developer Center Without one or more phrases a topic can not exist. The system requirements detail the browsers, operating systems, hardware, and other components supported by Genesys Cloud. For more information, see, Windows 7 support for the desktop app. Each identified event in an interaction has a start time, an end time, a name, and a type. The agent sees the context (for example bot intents and slots) of the users journey in the agent desktop. Set topic and program permissions Work with a topic Topics are a collection of phrases that indicate a business level intent. The publish request for {count} programs made at {timeStamp}, was completed successfully. Make one or more changes to the copied topic and click. Under Draft Topic Name, give the topic a meaningful name. Added Internet Explorer support information for Performance Dashboards. Genesys Multicloud CX PureConnect Find information for Genesys products, features, and functionality that span the platforms. The more phrases you add to a topic, the more useful the topic. Topic markers appear in the transcript when a topic phrase is identified. Updated Supported web browsers section for Microsoft Edge Chromium support. Updated Supported web browsers section to clarify Firefox version support. Converts text into audio for playback within an Architect flow. Video chat is supported in the desktop and browser apps but has additional requirements and specifications. Added notification flag about Microsoft Edge Legacy web browser support deprecation. For example, if a topic called "Loan Offer" is identified by the phrase "can offer you a loan," the start time is when the agent began saying "can," the end time is when the agent finished saying "loan," the name is "Loan Offer," and the type of event is "Topic.". Genesys Cloud CX. Click a topic to display its detail view. Cloud Log in | Genesys Under Islamic laws, women are prohibited from being seen by males who are not family members. Open a support case Contact Support Community Customer Success & Services . Once a topic is created, you can always modify the topic based on the accuracy of the topic results. Genesys Cloud CX 2 $110 Monthly USD or $0.99 Hourly For complete voice and digital interactions Includes Genesys Cloud CX 1 + Access to comprehensive digital channels AI-powered customer engagement Extra IVR minutes, data storage, API requests Talk to sales Genesys Cloud CX 3 $150 Monthly USD or $1.35 Hourly Learn about programs, topics, and phrases. Because of AWS's worldwide reach, network connectivity between your Local Area Network (LAN) and Genesys Cloud should be fast and trouble free. For Genesys Cloud embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation. Added information about operating system requirements for the web app. For more information, see Deprecation: Windows 7 support for the desktop app. Genesys Cloud system requirements Programs, topics, and phrases requirements, View a topic marker in the interaction transcript, View a topic marker in the interaction overview. Topic miner: Discover topics and phrases of interest to add to your speech and text analytics program. A topic enables you to boost the recognition of a specific business issue by telling SpeechMiner UI what phrases to look for. Phrases are a string of words that outline the various ways in which a topic can be expressed. Each program is associated with one or more topics. A separate solution for boosting the performance of screen recording in VDI is planned for a future release. Genesys supports only the latest desktop app version. Phrases can be added one by one, or in bulk using the import phrases option. Customers and agents have numerous ways to signal a business intent based on the words and phrases they say. Title of article changed to Genesys Cloud system requirements. For example, if you want to identify interactions in which the customer wishes to cancel an account, you could create a topic named Cancellation with the following phrases: When a topic is included in a program, the system searches for all of the phrases included in the topics definition, in all the interactions associated with the program. This field is for validation purposes and should be left unchanged. The Add New Draft Topic dialog box opens. For more information, see About WebRTC Media Helper. The table below lists the current Genesys Cloud language support for: For a list of supported call analysis languages for outbound campaigns, see Supported call analysis regions. The interface used for menus, dialog boxes, embedded help, and more. Genesys Cloud CX - Genesys Nov/2022: Crocs shayna Ausfhrlicher Produkttest Ausgezeichnete Crocs shayna Aktuelle Schnppchen Smtliche Ver. Added Windows 11 operating system to Desktop app requirements. target: The actions that are taken on the topics filtered by the . Updated the Desktop app requirements section to clarify Genesys support policy for desktop app versions. Firefox scripts may not load unless AdBlocker or AdBlockPlus are disabled. developer-content.genesys.cloud Spot important phrases in interactions for analysis, search, and reporting. Design your solution. More than one topic can contain the same phrase. The Topic Trends Summary view appears. Genesys Cloud Directory has applications for browsers, tablets, and mobile phones. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service, our vision for empathetic customer experiences at scale. Genesys Cloud CX Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on all interactions to provide deep insight into customer-agent conversations. The interaction overview includes topic markers that enable you to identify phrases, each associated with a specific topic highlighting specific moments of the interaction where the events were found. That is, they adapt the underlying language model to look for organization-specific language in conversations. {id}.metrics Topic for analytics conversation metrics Create a new topic or edit an existing topic. third-party, resource-intensive software is used. Classifies customer phrases as positive, negative, or neutral based on the words that are used. Updated the following in supported web browsers: moved Safari from full support to limited support and added a link to verify your browser. You can publish a topic from the Topics list and from the specific topic page. Genesys. Genesys Multicloud CX (discontinued) ranks higher in 5/9 features Attribute Ratings Genesys Cloud CX is rated higher in 12 areas: Likelihood to Renew, Usability, Availability, Performance, In-Person Training, Online Training, Implementation Rating, Configurability, Ease of integration, Product Scalability, Vendor post-sale, Vendor pre-sale Updated System requirements section to clarify minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used. Added link to FAQ to themultiple simultaneous logins recommendation note in System requirements section. Genesys Cloud CX is an omnichannel CCaaS solution that unifies voice and text-based communication channels into a unified interface, using AI insights, conversation flow builders, team collaboration tools, and detailed analytics to provide faster, more personalized customer support. Genesys Cloud Developer Center Added multiple simultaneous logins recommendation note in System requirements section. For more information, see the FAQ, Genesys recommends that each Genesys Cloud-enabled device or computer includes antimalware protection. Discover topics and phrases of interest to add to your speech and text analytics program. Work with a topic Out-of-the-box topics Work with a program Microsoft Edge (Legacy) Requires current release. Each topic is limited to 1000 of phrases. To work with topics and programs administrators must have the correct permissions. Updated the following in mobile app requirements: reorganized the information into a table, updated the iOS version requirements for Genesys Cloud Collaborate, and added requirements for Genesys Cloud Supervisor. Added recommendation for antimalware on each Genesys Cloud device or computer. A tool to build bots within Architect and then integrate them into call, chat, and message flows. Windows 7 support for the desktop app. When a topic is included in a program, SpeechMiner UI searches for all of the phrases included in the topic's definition, in all the interactions associated with the program. To add the phrases to a new topic, follow these steps: Click Select draft topic. Uses Genesys native engine to transcribe contact center voice interactions into text. For the desktop app, one of the following operating systems: Mac OS two versions previous tothe currentrelease, Genesysrecommends against multiple simultaneous logins to the same Genesys Cloud account. The maximum number of tags per program and per topic is 20. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably. Genesys Cloud Developer Center More than one topic can contain the same phrase. Business level intents could be a call reason (for example, cancellation), an agent skill (for example, upsell attempt), or an indication of customer dissatisfaction (for example, escalation). In addition, topics help boost the recognition of the programed words and phrases in voice transcription and lists them as events in the interaction overview. . Reorganized the layout of the article using collapsible sections. Added note about requirements for Genesys Cloud embedded clients in the System requirements section. For more information, see Deprecation: Microsoft Edge Legacy browser support. Updated Supported web browsers section to clarify Safari and Microsoft Edge version support. One of the examples that prove the importance of cultural competency in nursing practice is illustrated by the case of the Muslim woman. Firefox Requires current release, one version previous, current ESR release, or transitional ESR release. Speech and Text Analytics > Topic > View. About programs, topics, and phrases - Genesys Cloud Resource Center The strictness of these rules depends on whether a person belongs to Shias or Sunnis. However for written words, all varieties of a specified language, such as US and British English, use the same UI localization. Browser extensions are no longer required. Genesys connects the user to the live agent. Topics help to boost the recognition of specific words and phrases in voice transcription. Updated System requirements section to clarify that PCs exceed the minimum system requirements for multi-monitor screen recording. {"label": "Search the docs" , "from": "multicloud" , "product":"PEC-REC" }, Performing and managing Evaluation Sessions, Genesys Recording, Quality Management, and Speech Analytics, Genesys Recording, Quality Management, and Speech Analytics User's Guide, How Recording, Quality Management and Speech Analytics works, https://all.docs.genesys.com/PEC-REC/Current/User/Topics. Genesys Agent Assist monitors the voice conversation. Once a topic is created, you can always make modifications based on the accuracy of the results that the topic is achieving. You could enter a number of phrases in the topic related to "cinema" in order to improve the transcription results. Updated the Screen sharing specifications in the Video chat requirements section. IVR, ACD, agent, conference, or voicemail. Doing so will automatically adapt the language model and adjust transcription output. Updated Desktop app section for Chromium Embeddable Framework update policy. Clarified Chrome and Firefox version support. The amount of time an agent spent in a given routing status, such as interacting, idle, or not responding. For more information, see, Genesys recommends that PCs exceed the minimum system requirements when. Converts spoken words to text within an Architect flow. Click Add New Draft Topic. For example, the same account logged in to multiple tabs or browsers, the same account logged in to the desktop app and in a browser, or the same account logged in to different computers at the same time. Topic Trends Detail view - Genesys Cloud Resource Center It also provides access to information stored in the audio, which can be used to improve employee training and feedback and identify business problems. When one of the phrases is found, it is identified as an event and the topic is registered as found at a specific time during the interaction. In addition, topics help boost the recognition of the programed words and phrases in voice transcription and lists them as events in the interaction overview. Any words, including words outside of the standard dictionary can be included in a phrase and are subsequently automatically added to the language model for recognition. This field is for validation purposes and should be left unchanged. Analyticsand keyword spotting are not currently available in Genesys Cloud. Topics can also be used to improve the overall speech recognition of the system in two main ways: Directly: For example, the word "cinnamon" may appear frequently in calls when "cinema" was actually said. Added VDI note in System requirements section notes. importance of culture in nursing Phrases are a string of words that outline the various ways in which a topic can be expressed. When a topic is published all of its associated language models and programs are updated. Genesys Cloud CX Platform - Experience as a Service | Genesys Topics - Genesys Documentation Genesys Cloud CX Pricing | Genesys Crocs shayna: Top 3 Produkte unter der Lupe! Chrome Requires current major release or one version previous. An interaction transcript provides a clear view of the conversation between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants and highlights who is saying what. Although a topic can contain one phrase, the more phrases you add the more useful the topic. Updated the Mobile requirements for Android devices. The Genesys Cloud CX platform makes that vision a reality. The following topics are generally available for notifications. For more information, see. 400 MB hard drive space (required to install the. For best results, Genesys recommends that customers using VDI have a telephony configuration using either physical phones or WebRTC phones along with the WebRTC Media Helper. Genesys Cloud is a premiere platform for your telephony needs. Get started. High Definition (HD): 1mbps 2mbps per connected user in the video chat, Medium Definition: 500kbps 1mbps per connected user in the video chat, Low Definition: 100kbps 500kbps per connected user in the video chat, Voice only (camera off) : 32kbps 150kbps per connected user in the video chat, Browser app: a camera that is a recognized video device by your browser, For more information about enabling beta languages, contact. For more information, see About Architect in Genesys Cloud Resource Center. For more information, see. Microsoft Edge Legacy browser support. Genesys Cloud's IVR system audio files are contained in a library of provided prompts that you can use"out of the box" or updated by the flow author. Genesys Agent Assist (EE31) for Genesys Cloud Added notification flag about Deprecation: Windows 7 support for the desktop app. The following information and options appear in the Phrases list: This field is for validation purposes and should be left unchanged. A topic is made up of one or more phrases that represent a specific intent (for example, cancellation) and each program is associated with one or more topics. For more information, see, Programs, topics, and phrases requirements, Define topic phrases for a new or existing topic. Analysts can readily use this information to understand customer and agent trends, behaviors, and cause and effect relationships that affect performance and business outcomes. Worked extensively with Genesys Cloud testing and development to verify and update all requirements. With the APIs you can access the system configuration, manage conversations, and more. For more information, see Out-of-the-box topics. The recommended minimum screen resolution for workforce management user interfaces is 1366 x 768. For example, if you want to identify interactions in which the customer wishes to cancel an account, you could create a topic named Cancellation with the following phrases: "Close out my account" and "I need to cancel". To see a list of topics available to your Genesys Cloud organization, call GET /api/v2/notifications/availabletopics . More specifically, programs, topics, and phrases enable speech and text analytics to automatically tag interactions for specific business level intents that subsequently provide analytics about the customers and agents motivations and goals during the interaction. The more words and phrases you add to a topic, the higher the likelihood that those words and phrases will be transcribed in transcripts. Topics can also be used to improve the overall speech recognition of the system in two main ways: More specifically, topics are a collection of phrases defined globally for the SpeechMiner UI system, and included in one or more programs as required. Microsoft Edge Chromium Requires current release. For more information, see About voice transcription. Try for free. The following information and options appear in the Topics list: Note: When you delete a topic it is removed from all of the programs it is linked to. If a topic is added to a program that has not been published, the specific program is not updated. As a result, a topic contains a set of phrases that indicate that business level intent. Predictive Engagement Find information about setting up and using Predictive Engagement, the real-time journey analytics platform available with the Genesys Cloud CX, PureConnect, and Genesys Multicloud CX platforms. Uses a third-party transcription engine to transcribe contact center voice interaction into text. Make a list of phrases that you want to change. If a program is not defined, topic spotting will not analyze transcripts. Voice transcription helps the user overcome potential difficulties such as differences in volume, accents, timing, and connection quality. After you publish all of the new and/or updated topics all of the new interactions in the database are processed according to the updated and new topics. The phrases for the selected topic move to the Draft Topics area. Request a quote. For more information, see Genesys Cloud supported languages. A topic is made up of one or more phrases that represent a specific intent (for example, cancellation) and each program is associated with one or more topics. Genesys Cloud CX: Pricing, Plans, Features & Alternatives Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.