Hi,
I want to create a trigger for Speech Analytics, when an agent is having a conversation with the customer then either based on the sentimental score or based on the negative phrase a trigger should be generated and alert their respective supervisor.
In genesys I am just getting following options and cannot find any topic name for transcript :-
- v2.users.{id}.activity
- v2.detail.events.conversation.{id}.acd.end
- v2.detail.events.conversation.{id}.acd.start
- v2.detail.events.conversation.{id}.acw
- v2.detail.events.conversation.{id}.wrapup
- v2.detail.events.conversation.{id}.attributes
- v2.detail.events.conversation.{id}.customer.end
- v2.detail.events.conversation.{id}.customer.start
- v2.detail.events.conversation.{id}.outbound
- v2.detail.events.conversation.{id}.user.end
- v2.detail.events.conversation.{id}.user.start
- v2.detail.events.conversation.{id}.voicemail.end
- v2.detail.events.conversation.{id}.voicemail.start
- v2.quality.evaluations
Please help me on how can I create the trigger for above requirement.
Regards,
Payal