Genesys Cloud FedRAMP region
Default column view changes

Announced on Effective date
2024-06-17 -

In a future release, Genesys Cloud will enhance the significance of column data by using acoustic data. A few existing columns will be removed, and new default columns will be added to the topic trend, and agent/queue/flow views.

Columns removed from default

  • Avg Wait
  • Avg Handle
  • Avg Talk

New default Topic Trend columns

  • Average Talk and Silence (Default)
  • Average Agent Talk % (Default)
  • Average Customer Talk % (Default)
  • Average Silence % (Default)

New default Agent/Queue/Flow Topic columns

  • Average Talk and Silence (Default)
  • Average Agent Talk % (Default)
  • Average Customer Talk % (Default)
  • Average Silence % (Default)
  • Other Topics Detected (Default)

Impact on views

  • Agent Topics: Removal of Avg Handle and Avg Talk
  • Queue Topics: Removal of Avg Handle, Avg Wait, and Avg Talk

Although the original default columns will no longer be set by default, you can still add them to your view if you want to see that data. This change affects your view when accessing views for which the default columns are set. You can save your preferred views using any of the available columns as needed.

New filters for acoustic metrics

Currently, aggregate views in Topic Trends and Agent/Queue/Flow Topics do not have filters available for acoustic metrics. This update introduces filters for acoustic metrics, allowing you to update the data available in those views based on these metrics.

Background and strategic fit

Customers regularly request the ability to filter data in views by acoustic metrics, enabling them to identify opportunities and challenges using these metrics. Strategically, this provides additional rich insights, allowing customers to be considerably more targeted with their analysis of speech and text analytics data.