PEC-REC/Current/Administrator/GetStarted - Revision history

Venkatesan.Pavadai.IX: Published

2022-02-03T09:46:17Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:46Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:34Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

2020-07-15T12:06:34Z

Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:04:02Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:05Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-10T18:08:49Z

Published

Bgrenon: Published

2020-06-08T15:20:51Z

Published

New page

{{GetStarted
|DisplayName=Get started
|Role=Administrator
|TocName=Get started
|ComingSoon=No
|Context=Learn how to get started with the Recording, QM and Speech Analytics solution.
|appname=Recording
|overviewtext=The Genesys Recording, QM and Speech Analytics solution leverages recorded customer interactions for review and analysis of critical business issues.

Designed to provide valuable voice interaction information in an intuitive and easy to use user interface, the solution allows you to uncover valuable insights about workforce performance and the customer experience that may be hidden within the agent‐customer interactions your organization records. It provides insight into the cause and effect relationships that influence business issues and contact center performance.

In addition, with the optional Quality Management (QM) add-on product, specific agent training requirements, compliance breaches or customer satisfaction issues can be assessed on a regular basis to improve agent performance and customer service delivery.

With the Speech Analytics add-on, you can analyze 100% of recordings to uncover why customers are contacting your company, what are their topics of conversation, why multiple contacts are needed to resolve specific issues, what processes cause customer frustration and whether your agents are providing an appropriate level of service.

{{NoteFormat|
SpeechMiner UI provides a single user interface (UI) across different products within the Genesys Workforce Optimization suite in PureEngage Cloud, including Interaction Recording, Quality Management and Speech Analytics, each product is sold separately. Interaction Recording is a pre-requisite, however, Quality Management and Speech Analytics can be added based on the specific needs of your business.

Screen recording is available only for voice interactions. Screen recording of chat and email interactions is not available.

The Genesys Recording, QM and Speech Analytics solution does not include:
* Text Analytics
* Access to SMART for Topics/Category creation
* Export of transcripts or Analytics data
* Distinct retention periods for Analytics and QM data; the retention period for all data is tied to the retention period of the underlying call recording
}}

For additional information about the Genesys recording solution refer to:

{{Link-SomewhereInThisVersion|manual=|topic=Welcome|anchor=|display text=Recording, Quality Management and Speech Analytics (SpeechMiner UI) - BROKEN LINK - }}: The Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization, and uncovers the cause and effect relationships that influence business issues and contact center performance.

{{Link-SomewhereInThisManual|topic=EncryptingRecordings|anchor=top|display text=Recording Certificate Management}}: The Genesys recording solution enables proper management of public and private keys used to encrypt voice and screen recordings.

{{Link-SomewhereInThisManual|topic=AccessControl|anchor=top|display text=Access control for Recording users}}: The Genesys recording solution applies access control to recordings.

{{Link-SomewhereInThisManual|topic=ScreenRecordingConfig|anchor=top|display text=Deploying the Screen Recording Service}}: The Screen Recording Service (SR Service) enables the Agent to capture what is happening on the screen at the time of an active voice interaction.

{{Link-SomewhereInThisManual|topic=Backup|anchor=top|display text=Recording Cloud Backup Service}}: The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy.
}}

@@ Line 3: / Line 3: @@
 |Role=Administrator
 |TocName=Get started
 |ComingSoon=No
 |Context=Learn how to get started with the Recording, QM, and Speech Analytics solution.
@@ Line 38: / Line 37: @@
 {{Link-SomewhereInThisManual|topic=Backup|anchor=top|display text=Recording Cloud Backup Service}}: The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy.
 |logintype=No
-|loginextra=
+|AppSection={{AppSection
-|abouttext=
+|appSectionHeading=Multilingual support
-|UITab=
+|appSectionAlignment=Vertical
-|AppSection=
+|appSectionGif=No
 }}

@@ Line 16: / Line 16: @@
 {{NoteFormat|
-SpeechMiner UI provides a single user interface (UI) across different products within the Genesys Workforce Optimization suite in Genesys Engage cloud, including Interaction Recording, Quality Management and Speech Analytics, each product is sold separately. Interaction Recording is a pre-requisite, however, Quality Management and Speech Analytics can be added based on the specific needs of your business.
+SpeechMiner UI provides a single user interface (UI) across different products within the Genesys Workforce Optimization suite in Genesys Multicloud CX, including Interaction Recording, Quality Management and Speech Analytics, each product is sold separately. Interaction Recording is a pre-requisite, however, Quality Management and Speech Analytics can be added based on the specific needs of your business.
 Screen recording is available only for voice interactions. Screen recording of chat and email interactions is not available.

@@ Line 3: / Line 3: @@
 |Role=Administrator
 |TocName=Get started
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Learn how to get started with the Recording, QM, and Speech Analytics solution.

@@ Line 16: / Line 16: @@
 {{NoteFormat|
-SpeechMiner UI provides a single user interface (UI) across different products within the Genesys Workforce Optimization suite in Genesys Engage Cloud, including Interaction Recording, Quality Management and Speech Analytics, each product is sold separately. Interaction Recording is a pre-requisite, however, Quality Management and Speech Analytics can be added based on the specific needs of your business.
+SpeechMiner UI provides a single user interface (UI) across different products within the Genesys Workforce Optimization suite in Genesys Engage cloud, including Interaction Recording, Quality Management and Speech Analytics, each product is sold separately. Interaction Recording is a pre-requisite, however, Quality Management and Speech Analytics can be added based on the specific needs of your business.
 Screen recording is available only for voice interactions. Screen recording of chat and email interactions is not available.

@@ Line 3: / Line 3: @@
 |Role=Administrator
 |TocName=Get started
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |ComingSoon=No
 |Context=Learn how to get started with the Recording, QM, and Speech Analytics solution.

@@ Line 3: / Line 3: @@
 |Role=Administrator
 |TocName=Get started
 |ComingSoon=No
-|Context=Learn how to get started with the Recording, QM and Speech Analytics solution.
+|Context=Learn how to get started with the Recording, QM, and Speech Analytics solution.
 |appname=Recording
 |overviewtext=The Genesys Recording, QM and Speech Analytics solution leverages recorded customer interactions for review and analysis of critical business issues.
@@ Line 28: / Line 29: @@
 For additional information about the Genesys recording solution refer to:
-{{Link-SomewhereInThisVersion|manual=|topic=Welcome|anchor=|display text=Recording, Quality Management and Speech Analytics (SpeechMiner UI) - BROKEN LINK - }}: The Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization, and uncovers the cause and effect relationships that influence business issues and contact center performance.
+{{Link-Standalone|topic=PEC-REC/HIW}}: The Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization, and uncovers the cause and effect relationships that influence business issues and contact center performance.
 {{Link-SomewhereInThisManual|topic=EncryptingRecordings|anchor=top|display text=Recording Certificate Management}}: The Genesys recording solution enables proper management of public and private keys used to encrypt voice and screen recordings.
@@ Line 37: / Line 38: @@
 {{Link-SomewhereInThisManual|topic=Backup|anchor=top|display text=Recording Cloud Backup Service}}: The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy.
 }}

PEC-REC/Current/Administrator/GetStarted - Revision history

Venkatesan.Pavadai.IX: Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"