Course Overview
In this course, professionals will develop the skills needed to use and operate the Genesys Interaction Analytics (GIA) solution. You will learn how to operate the GIA technology as you explore topics such as GIA SpeechMiner, integrations and analytics data, SpeechMiner Media Player, speech recognition and results, and text analytics reports..
Audience Profile
This course is intended for-
- Business Analysts
- Project Managers
- Technical Consultants
- Telephony Specialists
- Support Specialists
Learning Objectives
Upon accomplishment of this course, you will be able to-
- Identify and describe the GIA 8.5 components and architecture.
- Describe the features and benefits of GIA.
- Explain the end-user interfaces of GIA.
- Explain the core capabilities of GIA.
- Explain SpeechMiner as an end-user interface.
- Describe SpeechMiner menus and how to operate SpeechMiner.
- Use the SpeechMiner Explore page to search for interactions.
- Use SpeechMiner Media Player for interaction play-back.
- Summarize Audit process and perform GIA audits.
- Identify Text Analytics.
Content Outline
- Explain Genesys Interaction Analytics
- Identify Workforce Optimization
- Define Speech Analytics Technology
- Describe SpeechMiner Solution
- Identify GIA Data Flow
- Define the Metadata
- Explain GIA Process Flow
- Describe SpeechMiner Roles and Access Rights
- Identify SpeechMiner Administrator Functions
- Identify Explore Menu Features
- Define Search Page and Search Results Grid Elements
- Describe Batch Actions
- Identify Interaction Types
- Define Search Filters
- Describe Interaction Lists, Content Browser and Trending pages
- Identify Media Player control options
- Describe Screen Recording playback
- Explain Interaction Comments
- Define Interaction Transcript
- Describe Interaction Attributes
- Identify Media Player batch actions
- Explain text analytics
- Define data flow for text analytics
- Describe supported file formats for text interactions
- Identify searching text interactions
- Explain text transcripts
- Describe coaching
- Explain coaching session details
- Define coaching session elements
- Describe creating a coaching session
- Identify performing coaching session
- Explain coaching session reports
- Explain Speech Recognition methods
- Define Deliberate Listening
- Describe GIA Speech Recognition methods
- Identify how speech recognition accuracy is measured
- Explain the confidence score and the strictness level
- Identify auditing process
- Explain audit report
- Practice auditing
- Explain GIA Reports
- Define how reporting data is generated
- Describe GIA Report Menu
- Operate GIA Reports
- Describe Interaction Analytics Reports
- Operate SpeechMiner Dashboard
FAQs
Genesys Interaction Analytics (GIA) leverages recorded customer interactions (from any recording system) and analyzes each interaction for critical business topics and events.
Interaction Server is an element of the Genesys Engage Digital (eServices) platform. It contains interaction processing according to workflows as configured by Interaction Routing Designer.
Genesys has you covered for all the ways you want to connect with customers through the power of cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while improving employee experiences.
Upon completion of this course, you will be able to-
Identify and describe the GIA 8.5 components and architecture.
Describe the features and benefits of GIA.
Explain the end-user interfaces of GIA.
Explain the core capabilities of GIA.
Explain SpeechMiner as an end-user interface.
The course completion certification will be awarded to all the professionals who have completed the training program & the project assignment given by your instructor. You can use the certificate in your future job interviews which will surely help you to achieve your dream job.
Radiant believes in a practical & creative approach to training & development, which distinguishes it from other training & development platforms. Moreover, training courses are undertaken by some experts with a range of experience in their domain.
Radiant team of experts will be available at e-mail support@radianttechlearning.com to answer your technical queries even after the training program.
Yes, Radiant will provide you most updated high, value & relevant real-time projects & case studies in each training program.