New in Release 8.5.5

These features enable managers to find calls that have specific characteristics or that deal with particular topics, to identify and listen to the parts of calls that interest them, and to keep track of a wide range of system metrics.

8.5.512 Release

This release contains the following new features and enhancements:

Interaction Search Improvements:
- Search Results – Total Matches: When a search is performed in the Interactions grid, the search results now show the total number of interactions within the system that match the specified filter criteria. [+]
  
  As shown in the following image, previously only the number of interactions returned was shown on the menu :
  
  Now the menu contains information about the number of interactions returned out of the number that match the search criteria in the server.
- Pop-Out Media Player: Users can now pop out multiple instances of the Media Player in separate Media Player windows to allow multiple interactions to be accessed at the same time. This also allows users with screen recordings to stretch out the Media Player to see more detail in the screen recording.
Quality Management Improvements:
- Improved Scheduling and Distribution Options: A number of changes have been made to the options available for Evaluation Session scheduling and distribution:
  - Changes to Recurrence Parameters: Recurrence options are now Days, Weeks and Months. The Hours and Minutes options have been removed to reduce the chances of creating too many unneeded evaluation sessions.
  - Distributed Agent Evaluation Improvement: The Exactly option is now available for Distributed Agent Evaluation types. This allows a specific number of interactions to be selected for evaluation for a specific set of agents for a given time (for example, in a month).
  - Maximum Values for Exactly: The system now has limits on the maximum value for Exactly. These are 1000 for Shared and Distributed Interaction Evaluation types and 30 for Distributed Agent. Note that these values are changeable in the database.
  - Multiple Evaluators Selection: It is now possible to select multiple Evaluators for Distributed Interaction, Distributed Agent and Shared Evaluation types. When multiple Evaluators are selected, the resulting Sessions will be evenly distributed across Evaluators in a round robin fashion.
- Evaluation Session Grid Search: The Search Filter for Evaluation Sessions has been updated and now users can select the type of sessions (Active, Archived, Expired) and other filter criteria, prior to submitting a search. Previously, every change resulted in a new search that could cause delays in loading time.
- Evaluation Session PDF Export Improvements: When exporting an Evaluation Session as a PDF report, you can now see all text that was entered in a Free Form answer field. In addition, all comments associated with the underlying interaction are displayed in the PDF report.
- Default Form to 100%: To reduce clicks and save time when performing an evaluation, users can now select a toggle to default all answers in all forms within an Evaluation Session to 100% (or the maximum possible score). The default behavior when initially loading the form is configurable in the database. Also, a new permission to allow access to this toggle has been added. [+]
  
  The following image shows the new Default scores to 100% option in the Evaluation Session page:
Trending Improvements: (In a Genesys Interactions Analytics GIA deployment). A new View Trending Cluster Task Information permission was added to SpeechMiner Permissions.

Clustering Information Visibility: Users now have more flexibility about who can view and edit Clustering Tasks and their related information on the Trending page. Now, users with the View Clustering Task Information permission can view information without the need for elevated permissions to edit these tasks.

Language Enablement
- Recognition of Russian (ru-RU) and Russian UI (ru-RU) support has been enabled. Genesys Interactions Analytics (GIA) now operates on voice interactions and text interactions in Russian.
- The Turkish Language pack (tr-TR) for interaction analytics has been improved with additional training material.
8.5.511 Release

This release contains the following new features and enhancements:
- Interaction Search Improvements:
  - Search for Interactions with Screen Recording (In a Genesys Interaction Recording GIR deployment): It is now possible to search for interactions that include or exclude screen recordings. Interactions that have an associated screen recording are tagged with the Screen Recording tag. This feature can be used in conjunction with Quality Management (QM) to exclusively perform evaluations on interactions that have screen recordings.[+]
    
    The following Tag section Explore > Search page includes a Screen Recording tag. Previously, this tag did not appear in this list:
    
    Note: This feature only works under the following conditions:
    - Only for interactions that have been added to the system after SpeechMiner 8.5.511 was installed.
    - The system must be configured with an external Recording Web Services (RWS) to enable screen recordings.
    - The solution requires Recording Web Services (RWS) version 8.5.202.69 or later.
  - Filter by Minute Granularity: You can now search for interactions within the Interactions and Events grids with minute granularity. Also, the filter within the QM Evaluations Manger and Trending can now be specified with minute granularity. [+]
    
    As seen in the following image the Custom date filter now contains hour and minute values:
    
    Previously, the Custom date filter did not contain hour and minute values.
  - Search Email Headers: The search capability has been extended to include additional filters for email headers. You can now search for emails according to header fields including To, From, Cc and Bcc fields. After upgrading to 8.5.511 you must re-index text interactions in order to be able to use the new email filters for existing data.[+]
    
    The following Email Search section has been added to the Explore > Search page:
- Support for Elasticsearch: The solution no longer uses Lucene to store the index for search and retrieval purposes. The solution now uses Elasticsearch, which is a more scalable search engine, based on a distributed storage that streamlines the backup process and provides robust functionality around data integrity. As a result, all index data must be migrated from Lucene to Elasticsearch as part of the upgrade. For details, refer to Install, Configure and Run Elasticsearch
- Quality Management Improvements:
  - Form Weighting: It is now possible to provide up to two decimal places when assigning weights within forms, both at the group level and the question level. [+]
    
    As seen in the following image, you can now enter a value with 2 decimal places:
    
    Previously, you could only enter a whole number.
  - Export Completed QM Sessions Improvement: The exported data is now organized such that each question and related score are organized in separate columns for every group and form within the selected evaluations. Also, the export is limited to a maximum of 10 selected evaluations for the chosen date range. Previously, all evaluations where exported. [+]
    
    As seen in the following image, you can now select up to 10 evaluations:
    
    Previously, you could not select the evaluations for which you wanted to export evaluation data.
- Text Interaction Improvements:
- In-Line Audit of Topic Events (In a Genesys Interaction Analytics GIA deployment): Users can now audit topic events for Interaction Analytics in-line within the transcription viewer from the search page for all interactions types. This option is only available is the user has the correct privileges assigned. [+]
  
  As seen in the following image events now appear in an interaction transcript with the option of marking the event with an audit value:
  
  Previously, the transcript events did not have the audit value options:.
- Trending Improvements: (In a Genesys Interaction Analytics GIA deployment)
  - New Words More Prominent: In Trending reports, when new terms are uncovered they are now shown more prominently in Top Movers.
  - Layout Options: User now have more flexibility in how the data is viewed on the Trending page. Users can now select one of three different layout options: Combination, Chart or Table. Combination shows the chart and table together, while Chart or Table show only one or the other. Also, the option to Ignore Blacklist is included as part of the layout options drop down. The selected option is persistent across sessions. [+]
    
    The new Trending page combination option includes a Layout menu.
    
    The previous Trending page options appeared as follows:
  - Reset Filters: You can now reset the trending filters to the default state in Trending. [+]
    
    The Trending filter now contains a Reset button as shown in the following image next to the Run button.
    
    The previous Trending Filter did not contain a Reset option next to the Run button, as shown here:
    
    The Search Filter page now contains a Reset button as shown in the following image next to the Run button.
    
    The previous Search Filter page contained a Clear Filters option as shown here:
  - Language Enablement:
    - Recognition of Dutch (nl-NL) and Dutch (nl-NL) UI support has been enabled. Genesys Interactions Analytics (GIA) now operates on voice interactions and text interactions in Dutch.
    - The US Spanish Language pack (es-US) has been updated to include improvements for Colombia and Mexican Spanish dialects.
  - PureConnect: Product materials have been updated to reflect the integration of Genesys Engage Genesys Interaction Analytics and Genesys Engage Quality Management with PureConnect.
  8.5.510 Release
  
  This release contains the following new features and enhancements:
  - Interaction Search, Export and Add Improvements:
    - Sort by Agent: Within the Interactions grid it is now possible to sort by the Agent column. Interactions with multiple agents will appear after (descending order) or before (ascending order) the alphabetized list of interactions with one agent. Subsequently, Interactions with multiple agents are sorted by the number of agents and then relevance. [+]
      
      The new Agent column heading now includes sorting options:
      
      The previous Agent column heading appeared as follows:
    - Search by List of Interaction IDs: It is now possible to search for a specific set of Interactions based on a list of Interaction IDs. A list of up to 50 Interaction IDs is supported. This can be useful when working with a specific set of interactions. [+]
      
      The new Interactions ID field contains a new resize option in the bottom right corner of the field that enables you to view the interaction ID's:
      
      The previous Interactions ID field did not contain this option:
    - Export All Interaction Meta Data: You can now easily export all the metadata associated with Interactions from an interaction search, up to the maximum number of listed interactions, without having to scroll through all interactions in the search results. [+]
      
      The new Export window enables you to select the interactions that should be exported. The following window appears before the previous Export window:
      
      The previous Export window did not contain this option:
    - Add All Interactions to a List: You can now easily add all Interactions from an interaction search to an Interaction List without having to scroll through all interactions in the search results. [+]
      
      The new Add To... window enables you to select the interactions that should be added to the selected list:
      
      The previous Add To... window did not contain this option:
  - Quality Management Improvements:
    - In-Line Rubric / Standards Definition: Forms and Questions within Forms now have an expanded Question Description field that can be used to store the standard definition or rubric used by your Quality Managers to ensure consistency when performing evaluations of Agents. [+]
      
      The new Question Description field contains a new resize option in the bottom right corner of the field:
      
      The previous Question Description field did not contain this option:
    - Form and Evaluation Manager Improvement: The Forms Manager grid and the Evaluations Manager grid now includes a Description column; if a description is long, the full content is shown in a tooltip. In addition, when you hover over a Form or Evaluation name, a tooltip with the description of the specific Form/Evaluation is shown. [+]
      
      When you hoover over the Form / Evaluation name, the description appears in the tooltip as shown in the following image:
  - Trending Rank for Top Terms: (In a Speech Analytics deployment - GIA): The Top Terms table in the Trending report results now includes a Rank column for each period. The Rank column displays the relative importance and prominence of the specific term/phrase in the selected Period. [+]
    
    The new Rank columns are now included in the Top # Terms table. The Period 1 and Period 2 column headings have been replaced with Count (P1) and Count (P2). The table also includes a Select Columns option that enables you to change the columns in the table:
    
    The previous Top # Terms table did not contain the Rank columns and the Select Columns option:
  - Manual Text Categorization: (In a Speech Analytics deployment - GIA): You can now manually assign a category to a Text Interaction from the Attributes page of the interaction.
  - SMART Improvements (In a Speech Analytics deployment - GIA):
    - Option to Re-categorize Interactions: SMART users can now decide to re-categorize all existing interactions in the system or not when updating Category definitions. [+]
      
      The new Recategorize option now appears next to the changes menu:
      
      The previous Apply Changes window did not contain this option:
    - SMART Statistics Date: You can now configure the default Show Calls Since date value in SMART to determine in advance the date range for the information that will be shown.
  - Reporting Improvements:
    - Agent Comparison by Segment report: It is now possible to report on agents performance based on the Segments within an Interaction instead of just at the Interaction level only. Interactions can have multiple Segments, each involving a different Agent. Reporting by Segment provides more precise Agent Comparison information for multi-segment interactions.
    - Agent Trend by Segment report: It is now possible to report on agent performance trends based on the Segments within an Interaction instead of just at the Interaction level only. Reporting by Segment provides more precise Agent Trend information for multi-segment interactions.
    - Team Comparison by Segment report: It is now possible to report on teams performance based on the Segments within an Interaction instead of just at the Interaction level only. Interactions can have multiple Segments, each involving a different Agent from different Teams. Reporting by Segment provides more precise Team Comparison information for multi-segment interactions as only Segments where that Team was involved are included in the comparison report.
  - Language Enablement: Recognition of Canadian French (fr-CA) and Canadian French UI support was enabled. Speech Analytics and Text Analytics now operate on voice interactions and text interactions in Canadian French.
  - SpeechMiner Web UI: Windows 10 64-bit Support: SpeechMiner Web UI is now supported for all existing supported browsers (for example, Chrome and Internet Explorer) on systems running Windows 10 64-bit.
  8.5.509 Release
  - Genesys Logo: The Genesys logo has been updated throughout the product based on new Genesys branding. [+]
    
    The new logo now appears as follows:
    
    The previous logo appeared as follows:
  - Access Control: SpeechMiner now supports Configuration Server based Access Control for items within SpeechMiner for Genesys based user accounts. This functionality determines the agents and users that are visible to a logged in user based on their granted Read permissions. Additionally, access to items within SpeechMiner (For example, Forms, Evaluations, and so on.) is also limited based on read access to the creator of those items. Access Control is enabled in the following areas of the user interface:
    - All Agent Hierarchy filters, including those in Search, Evaluation Manager, Evaluation Sessions and Trending.
    - All Users filters, including those in Search, Evaluation Manager, Action Items, Saved Reports - Sharing, Saved Searches – Sharing, Interactions List - Sharing.
    - Forms, Evaluations and Evaluation Sessions.
    - Coaching and Alerts.
  - Improved Tooltips: Tooltips in SpeechMiner in various locations now provide more detail; for cases where even more space is required, clicking on the element loads a modal window with all the information. Affected areas include: Topics and Categories in the Interactions Grid, Current Filter at the top of the Interactions Grid, and Action Items details.
  - Quality Management Improvements:
    - Evaluation Sessions Grid: You can now filter the Evaluation Sessions grid according to the date on which the session was created as well as when the session was completed.[+]
      
      In the following image of the Evaluation Sessions filter, you can see the new Creation Date and Completion Date parameters.
      
      The following image represents the previous Evaluation Session filter (without the Creation Date and Completion Date options):
    - Evaluation Session Completion: The workflow to close an Evaluation Session has been optimized to reduce the number of clicks required.
  - Language Enablement: Recognition of Cantonese (zh-HK) and Cantonese UI support was enabled. Speech Analytics and Text Analytics now operate on voice interactions and text interactions in Cantonese.
  - Topic Analysis – Audits: (In a Speech Analytics deployment - GIA) The header row in the Topic Analysis – Audits report is now fixed so users can always see the column titles. This functionality is only supported in the Chrome browser.
  - Trending Export: (In a Speech Analytics deployment - GIA) You can now export all information shown in a Trending report. This capability is enabled only for users with the appropriate permissions.
  - Coaching Improvements: (In a Speech Analytics deployment - GIA)
    - Interaction Comments: It is now possible to add comments from the Media Player that is available in the Coaching and Operations Search pages.[+]
      
      The following image represents the updated Coaching Media Player with the New Comment option:
    - Session Subtype and Reason Code: You can now add session subtypes (a secondary or subordinate session type that falls under the general classification of a specific session type) and a reason code (the cause, explanation or justification for completing a coaching session) to each Coaching Session.[+]
      
      In the Coaching > Session List page, the Session Types button has been changed with the Configure button.
      >
      
      The Session Types window is now called Configure, since it now includes two tabs: Session Types and Reason Codes. The following 2 images represents the new Configure window:
      
      The following image represents the previous Session Types window:
    - Updated Icons: The Coaching Session summary page now includes a Status icon and a Status name that makes it easier to identify the status of a case at a glance.[+]
      
      In the following image you can see that the Status column now includes a more easily discernible status, as the icons are more varied and the Status label is shown:
      
      In the following image you can see that the previous Status column did not indicate the status label and the icons for each status were very similar:
  8.5.508 Release
  - Search for Users: (With Recording or QM licenses) When using the Users filter option in the Search Filter in Search or Evaluation Sessions, or when selecting Evaluators in Evaluation Manager, the names are listed alphabetically according to the user's full name, also the filter now filters based on username and full name.
  - Events and Comments for Text Interactions: (With Speech Analytics license - GIA)
    - You can now add in-line comments to text interaction transcripts. Event markers are located throughout the text interaction based on where the event was detected in the text.
    - Event navigation is now available in text interaction transcripts from the events and comments list on the right side of the screen and from the transcript timeline. When clicking on an event marker the event will be highlighted in the transcript.
    - Interaction Transcript Search: When you view an interaction transcript, you can now search for specific terms within the transcript using the Search field above the transcript.
    - The text interaction timeline now contains both event and comment markers.
    - The new Search filter above the events and comments list now enables you to quickly filter the events and comments list for all interaction types. This filter can also be made persistent.
  - Trending: (With Speech Analytics license - GIA)
    - The Related Words option from the Trending chart, now produces the Related Words chart based on the Trending page filter selections.
    - The Trending chart can now include verbs. Previously, the chart only included noun phrases.
    - Trending Cluster Task: You can now create Trending Cluster Tasks. This allows you to define cluster tasks with specific filter criteria, beyond the default cluster tasks, to ensure that the data and results shown on the Trending bubble chart fully reflect the data set you are interested in exploring with this tool. (With Speech Analytics license–GIA)
  - Topic Analysis - Audit Report: The Header row of the Topic Analysis - Audits report is now static when the report is long and you must scroll down to view additional details. The static row is only supported when working in Chrome. (With Speech Analytics license–GIA)
  - Audio Wave Graph: The SpeechMiner Media Player, in a Recording and QM deployment (when Speech Analytics is not deployed), now contains an Audio Wave Graph that enables the user to see where there are silences in the audio. From the Audio Wave Graph (when dual-channel audio is available), the user can also distinguish between when one speaker is talking vs. the other.
  - Screen Recording Grid: (With Recording or QM licenses) The SpeechMiner Screen Recording grid now includes two new columns (Agent First Name and Agent Last Name).
  - Usage Tracking Report: With Recording or QM licenses, the Usage Tracking report now logs separate entries for playing a voice interaction vs. selecting an interaction from the search results grid.
  8.5.507 Release
  - Auto Fail Report: A drill down report that focuses on auto fail Quality Management questions and agents.
  - Auto Fail Permission: A new Auto Fail permission has been added to enable the user to create, edit and/or view the Auto Fail report.
  - Distributed Evaluations Targeted to Specific Agents: Provides supervisors with the ability to evaluate specific agents repeatedly over time.
  - Quality Management - Agent Notification: Enables agent collaboration to provide agent feedback against evaluations and related scores.
  - Show Evaluation Session Score Permission: Enables a user to turn on/off the evaluation session Show Score option.
  - Replace Interaction: Enables a user (based on existing search criteria) to select an alternative interaction due to the interaction's quality.
  - Replace an Evaluation Session Interaction Permission: Enables the user to replace the evaluation session interaction.
  - Interaction Tags: Enables you to use user defined tags for a variety of uses (for example, compliance or training).
  - Define Tags: Enables you to define tags for a variety of uses (for example, compliance or training).
  - Define Tags Page Permission: Enables a user to define and edit an interaction tag.
  - Tag Interactions Permission: Enables a user to tag an interaction.
  - Protect from Deletion: Enables you to prevent an interaction from being deleted.
  - Protect Interactions from Deletion: - A new permission has been added to enable you to protect interactions from deletion.
  - Tag Interactions as Evaluated: Automatically adds an Evaluated tag when an evaluation session is completed.
  - Ad-Hoc Evaluation: Enables you to launch an evaluation from the player against a specific media asset.
  - Create Ad-Hoc Evaluation Permission: This permission will enable the user to evaluate interactions from the Explore page.
  - Trending Bubble – Drag and Drop: Enables you to move a Trending bubble to a different location on the screen. This ability is useful in moving apart bubbles that are close together as the system has found that they are closely related. Once the Trending chart is re-run , the bubble returns to its original place.
  - Recognition Improvements: Recognition enhancements to have been made for improved accuracy and detection results.
  8.5.506 Release
  - Installation/Upgrade Prerequisite: Before installing/upgrading SpeechMiner .NET 4.6.2 must be installed.
  - Export to PDF: Enables users to export a completed evaluation session as a PDF file.
  - Export Completed QM Sessions: Users can now export completed evaluation sessions according to a specific date range.
  - Recognition Improvements: Recognition improvements have been made for Italian.
  - Alpha Numeric Operation IDs: Operation IDs can now contain both letters and numbers.
  8.5.505 Release
  - Improved Trending capabilities: Enables users to monitor and analyze terms and phrases within conversations in conjunction with a variety of search criteria to better surface and analyze unforeseen or unexpected trends to improve business outcomes and agent performance.
  - Configuration Data:
    - User lists now include only users associated with the context in which they are shown (for example, a list of evaluators will only include users with QM permissions).
    - Changes in the Configuration Database are visible immediately in the user interface (for example, when a user is given QM permissions, his/her name will appear in the evaluators list the next time you view the list).
    - Preset views are now supported for users with Genesys authentication.
  - Default Call List Order: A new configuration option that enables you to determine the order of interactions in an interaction list. The new sort options are: Descending by Date Added, Ascending by Date Added, Descending Alphabetical and Ascending Alphabetical.
  - Database Optimization: Database storage can now be significantly decreased by not storing events that were not found with a high enough confidence.
  8.5.504 Release
  - Encrypt exported interactions: Enables you to encrypt exported interactions, so that a password is required to access the interactions.
  - Export an Interaction List / Saved Search from a Coaching Session: Enables you to export interaction lists and saved searches directly from a Coaching session.
  - Retrieve Original Interaction: Enables you to export an interaction with its original audio or text file (including all attachments).
  - Export Coaching Session Permission: A new permission has been added to enable or disable the option of exporting an interaction list and/or saved search from a Coaching Session.
  - Retrieve Original Interaction Permission: A new permission has been added to enable or disable the option of retrieving original audio or text data for a specific interaction. This permission is only available in a SpeechMiner Analytics environment.
  - Language Support: Support for the Catalan (ca-ES) language has been discontinued.
  - Search Page: When the Search page is accessed, the Filter Panel will be opened and a search will not be run.
  8.5.503 Release
  - Predictive Elements Report: A report composed of two bar graphs that show the relationship between selected Categories and Target Categories.
  - Interaction Evaluation Summary Report: A report that shows the evaluation score for the last evaluation session, associated with a specific evaluator and interaction.
  - Program Distribution Report: A report that graphs the interaction volume for each Program.
  - Edit Call Comments Permission: A new permission has been added to control which Users can edit an interaction comment; this permission is system wide for a given User.
  - Customer Sensitive Data Permission: A new permission has been added to enable the user to display customer sensitive meta data (for example, attached data from CIM) in the SpeechMiner GUI. When this permission is enabled, the data is visible
  - Agent Sensitive Data Permission: A new Recording Only permission has been added to enable the user to display agent sensitive meta data (for example, agent name) in the SpeechMiner GUI. When this permission is enabled, the data is visible
  - Interaction Evaluation Summary Permission: A new permission has been added to enable or disable the Interaction Evaluation Summary report.
  - Timestamps in Comments: Interaction display improvements have been made to include a timestamp in comments. Users will now see the date and time at which the comment was made/last edited.
  - Segment Filter: Users can now filter the Search Results grid according to a specific number of segments. In addition, the search results can be restricted further using the greater than and/or less than options.
  - Support for MSSQL 2014: SpeechMiner now supports MSSQL 2014
  - Recognition Improvements: Recognition improvements have been made for the following existing languages: Arabic (ar-WW), Brazilian Portuguese (pt-BR), German (de-DE), Korean (kr-KO), Japanese (ja-JP).
  - Language Enablement: Recognition of Indian English (en-IN) was enabled. Speech Analytics and Text Analytics now operate on voice interactions and text interactions in Indian English.
  8.5.502 Release
  - Recognition Improvements: Recognition enhancements to voice analysis have been made for improved accuracy and detection results for English and Spanish.
  - Shared Evaluations: Creates evaluation sessions about an agent's performance during customer interactions without assigning the sessions to a specific evaluator(s). Instead, each evaluator associated with the session can select and assign himself/herself a specific session from the available pool of sessions.
  - Edit a Completed Evaluation: Users with the correct permission can open, save, export, and close a completed evaluation session.
  - Filter Panel: Users can now quickly and easily create retrieve evaluation session information by filtering the evaluation session list.
  - Export Incomplete Evaluation Session: Users can now export an evaluation session that was saved but not completed.
  - Archive Completed Evaluation Sessions: Users can now archive completed evaluation sessions automatically at a specific period of time or manually.
  - Interactions Report: A new report that provides a list of all the interactions in the system.
  - Localization for Turkish: User Interface localization was added for Turkish.
  - Analytics for Turkish: Speech Analytics and Text Analytics now operate on voice interactions and text interactions in Turkish.
  8.5.501 Release
  - Enhanced Segment Data and Metadata: The Attributes page now contains data for interaction segments.
  - Localization for Arabic: User Interface localization was added for Arabic.
  - QM Evaluation Score Visualization: When a QM evaluation is completed and saved you can the evaluation score appears.
  - Screen Column Customization: It is now possible to change the column order in the Interactions, Events and QM grids per user.
  8.5.5 Release
  - Quality Management - Question Library: When creating a Quality Management form, you can now select an existing group of questions and create a new group for future use.
  - SMUpgrade: The new upgrade process is faster and no longer requires two databases. This one-step upgrade procedure can be performed from any version to any version on the customer's database (that is, a new database is not required).
    Note: SMUpgrade is not automatically included with SpeechMiner. Contact Customer Care to obtain the new upgrade procedure, and allow for one week to receive the required scripts.
    For additional details, refer to the SpeechMiner Upgrade Guide.

Genesys Interaction Analytics (GIA)

Genesys Interaction Analytics (GIA) leverages recorded customer interactions (from any recording system) and analyzes each interaction for critical business topics and events. With unmatched accuracy, the system “listens” to conversations between customers and contact-center agents, precisely identifies the topics that were discussed, and categorizes what took place within each interaction.

Important

This page was formerly called SpeechMiner. Genesys Interaction Analytics is the product that includes SpeechMiner.

Important

Speech and Text Analytics versions 8.0, 8.1, 8.5.0, 8.5.2, and 8.5.3 entered End of Life (EOL) on April 30, 2018. These versions enter End of Maintenance on October 30, 2019, and will reach End of Support on April 30, 2020. If you have questions, contact your account representative.

Genesys Interaction Analytics (GIA) falls under the Employee Engagement Workforce Optimization solution of the Genesys Engage offering.