PEC-REC/HIW - Revision history

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

2021-11-09T20:31:43Z

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

Tony.gilchrist@genesys.com at 18:36, October 1, 2021

2021-10-01T18:36:30Z

Tony.gilchrist@genesys.com at 18:33, October 1, 2021

2021-10-01T18:33:24Z

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

2020-07-25T02:32:25Z

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

Bmarshall: Published

2020-07-23T19:23:09Z

Published

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

2020-07-15T12:07:03Z

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

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

2020-07-15T12:04:08Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:45:32Z

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

Bgrenon: Published

2020-06-09T15:26:47Z

Published

Bgrenon: Published

2020-06-08T16:39:34Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How Recording, Quality Management and Speech Analytics works
|Application=Recording
|Role=Administrator
|TocName=How Recording, Quality Management and Speech Analytics works
|UseCase=CE01
|Platform=PureEngage
|ComingSoon=No
|Context=The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization.
|featurename=Recording, Quality Management and Speech Analytics
|ShortDescription=The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner UI reviews and analyzes this data to uncover the cause and effect relationships that influence business issues and contact center performance. For more information refer to: [[Draft:PEC-REC/Current/User|Recording, Quality Management and Speech Analytics (SpeechMiner UI)]].
|overviewtext=The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within PureEngage Cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.

===Recording===
Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the PureEngage Cloud Contact Center. For more information refer to: [[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]].

===Quality Management (QM)===
Quality Management (QM) enables you to monitor quality and evaluate agent performance on a periodic and consistent basis while minimizing effort through automated interaction selection to improve customer experience and engage with your staff.

===Speech Analytics===
Speech Analytics, also referred to as Genesys Interaction Analytics (GIA), provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations.
|featureoverview=To review, analyze and uncover the cause and effect relationships that influence business issues and contact center performance, SpeechMiner UI users can perform search and playback for voice and screen recordings, perform traditional quality management tasks such as evaluation of interactions through form based scoring, or advanced speech analytics capabilities such as topic analysis or trending and exploration analysis of transcripts. For more information refer to: [[Draft:PEC-REC/Current/User|Recording, Quality Management and Speech Analytics (SpeechMiner UI)]].
|FeatureSection={{FeatureSection
|featureheading=Accessing Genesys Recording, QM and Speech Analytics
|relatedapps=Recording
|users=Agents, Supervisors, Administrators
|anchor=REC
|description=Use Genesys Recording, Quality Management and Speech Analytics to convert unstructured conversations into structured output, turning it into metadata and transcripts that can be analyzed.
|relatedarticles=*[[Draft:PEC-REC/Current/User/GetStarted|Get Started]]

 
}}
|HIWSection=
|advanced=No
}}

@@ Line 10: / Line 10: @@
 |featurename=Recording, Quality Management and Speech Analytics
 |ShortDescription=The <span>Genesys</span> Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. SpeechMiner UI reviews and analyzes this data to uncover the cause and effect relationships that influence business issues and contact center performance. For more information refer to: {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|display text=Recording, Quality Management and Speech Analytics (SpeechMiner UI)}}.
-|overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within Genesys Engage cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
+|overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within Genesys Multicloud CX (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
 ===Recording===
-Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Engage cloud Contact Center. <span>For more information refer to: {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|display text=Recording Administrator's Guide}}.</span>
+Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Multicloud CX Contact Center. <span>For more information refer to: {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|display text=Recording Administrator's Guide}}.</span>
 ===Quality Management (QM)===

@@ Line 9: / Line 9: @@
 |Application=Recording
 |featurename=Recording, Quality Management and Speech Analytics
-|ShortDescription=The <span>Genesys</span> Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. SpeechMiner UI reviews and analyzes this data to uncover the cause and effect relationships that influence business issues and contact center performance. For more information refer to: [[Draft:PEC-REC/Current/User|Recording, Quality Management and Speech Analytics (SpeechMiner UI)]].
+|ShortDescription=The <span>Genesys</span> Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. SpeechMiner UI reviews and analyzes this data to uncover the cause and effect relationships that influence business issues and contact center performance. For more information refer to: {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|display text=Recording, Quality Management and Speech Analytics (SpeechMiner UI)}}.
 |overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within Genesys Engage cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
@@ Line 20: / Line 20: @@
 ===Speech Analytics===
 Speech Analytics, also referred to as Genesys Interaction Analytics (GIA), provides automated speech analytics capabilities on all recorded customer-agent interactions to provide deep insight into these conversations.
-|featureoverview=<span>To review,  analyze and uncover the cause and effect relationships that influence business issues and contact center performance, SpeechMiner UI users can perform search and playback for voice and screen recordings, perform traditional quality management tasks such as evaluation of interactions through form based scoring, or advanced speech analytics capabilities such as topic analysis or trending and exploration analysis of transcripts.</span>  <span>For more information refer to: [[Draft:PEC-REC/Current/User|Recording, Quality Management and Speech Analytics (SpeechMiner UI)]]</span>.
+|featureoverview=<span>To review,  analyze and uncover the cause and effect relationships that influence business issues and contact center performance, SpeechMiner UI users can perform search and playback for voice and screen recordings, perform traditional quality management tasks such as evaluation of interactions through form based scoring, or advanced speech analytics capabilities such as topic analysis or trending and exploration analysis of transcripts.</span>  <span>For more information refer to: {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|display text=Recording, Quality Management and Speech Analytics (SpeechMiner UI)}}</span>.
 |FeatureSection={{FeatureSection
 |featureheading=Accessing Genesys Recording, QM and Speech Analytics

@@ Line 13: / Line 13: @@
 ===Recording===
-Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Engage cloud Contact Center. <span>For more information refer to: [[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]].</span>
+Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Engage cloud Contact Center. <span>For more information refer to: {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|display text=Recording Administrator's Guide}}.</span>
 ===Quality Management (QM)===

@@ Line 12: / Line 12: @@
 |featurename=Recording, Quality Management and Speech Analytics
 |ShortDescription=The <span>Genesys</span> Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner UI reviews and analyzes this data to uncover the cause and effect relationships that influence business issues and contact center performance. For more information refer to: [[Draft:PEC-REC/Current/User|Recording, Quality Management and Speech Analytics (SpeechMiner UI)]].
-|overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within Genesys Engage Cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
+|overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within Genesys Engage cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
 ===Recording===
-Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Engage Cloud Contact Center. <span>For more information refer to: [[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]].</span>
+Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Engage cloud Contact Center. <span>For more information refer to: [[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]].</span>
 ===Quality Management (QM)===

@@ Line 12: / Line 12: @@
 |featurename=Recording, Quality Management and Speech Analytics
 |ShortDescription=The <span>Genesys</span> Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner UI reviews and analyzes this data to uncover the cause and effect relationships that influence business issues and contact center performance. For more information refer to: [[Draft:PEC-REC/Current/User|Recording, Quality Management and Speech Analytics (SpeechMiner UI)]].
-|overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within PureEngage Cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
+|overviewtext=<span>The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization. SpeechMiner is the name of the user interface (UI) within Genesys Engage Cloud (PEC) that provides a single UI with which you can review and analyze this data to uncover the cause and effect relationships that influence business issues and contact center performance.</span>
 ===Recording===
-Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the PureEngage Cloud Contact Center. <span>For more information refer to: [[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]].</span>
+Recording, also referred to as Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording for customer-ivr and customer-agent conversations as they occur within the Genesys Engage Cloud Contact Center. <span>For more information refer to: [[Draft:PEC-REC/Current/Administrator|Recording Administrator's Guide]].</span>
 ===Quality Management (QM)===

@@ Line 5: / Line 5: @@
 |UseCase=CE01
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Recording

@@ Line 7: / Line 7: @@
 |TocName=How Recording, Quality Management and Speech Analytics works
 |UseCase=CE01
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |ComingSoon=No
 |Context=The <span>Genesys</span> Recording, QM and Speech Analytics solution evaluates recorded customer interactions (from any recording system) for data about what is happening in your organization.

@@ Line 29: / Line 29: @@
 |anchor=REC
 |description=Use Genesys Recording, Quality Management and Speech Analytics to convert unstructured conversations into structured output, turning it into metadata and transcripts that can be analyzed.
-|relatedarticles=*[[Draft:PEC-REC/Current/User/GetStarted|Get Started]]
+|relatedarticles=* {{Link-AnywhereElse|product=PEC-REC|version=Current|manual=User|topic=GetStarted}}
 <br />

PEC-REC/HIW - Revision history

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

Tony.gilchrist@genesys.com at 18:36, October 1, 2021

Tony.gilchrist@genesys.com at 18:33, October 1, 2021

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

Bmarshall: Published

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"

Bgrenon: Published

Bgrenon: Published

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

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