Genesys Cloud – View category data in Speech and Text Analytics aggregate views

In a future release, Genesys Cloud will add category data to Speech and Text Analytics aggregate views. As part of this enhancement, several aggregate views will be renamed to better reflect that they now include both topic and category data. Supervisors and analysts will be able to view and analyze category data alongside topic data, making it easier to identify trends and gain more detailed insights into customer conversations.

What’s changing

Genesys Cloud updates and renames the following Speech and Text Analytics aggregate views:

The updated views allow users to:

• View aggregate metrics for both topics and categories.
• Filter results by topics, categories, or both.
• Distinguish between topics and categories using a new Type column where applicable.
• Analyze category data using the same aggregate reporting capabilities currently available for topics.

Benefits

This feature helps supervisors and analysts:

• Gain more detailed insights into customer conversations.
• Analyze category performance alongside topic performance.
• Identify trends using aggregate category data across agents, queues, and flows.
• Better understand Speech and Text Analytics results without switching between multiple views.

Action required

No action is required. Category data will automatically become available in the renamed Speech and Text Analytics aggregate views after the feature is enabled.