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Genesys Interaction Analytics 8.5 Operations

Genesys Interaction Analytics 8.5 Operations

Genesys Interaction Analytics 8.5 Operations focuses on the concepts and skills needed to use, utilize, and operate Genesys Interaction Analytics solution. Students learn about operating Genesys Interaction Analytics through lecture and hands-on exercises. This course includes topics such as introduction to GIA (Genesys Interaction Analytics), using GIA end user interface SpeechMiner, searching interactions and identifying analytics data, using SpeechMiner Media Player, enabling agent coaching and training, auditing speech recognition results, identifying text analytics, and generating speech and text analytics reports.

Note: The hands-on exercises in this course covers voice and text interactions. Screen recording is included as a topic with no hands on activities involved. QM (Quality Management) is described as a service only, please refer to QM training material for QM related inquiries.

Course Objectives:

After completing this course, a student will be able to:

  • Identify GIA 8.5 components and solution architecture
  • Describe the features and benefits of Genesys Interaction Analytics
  • List and describe the Genesys Interaction Analytics components and architecture
  • Explain the end user interfaces of Genesys Interaction Analytics
  • Explain the core capabilities of Genesys Interaction Analytics
  • Explain SpeechMiner as an end user interface
  • Describe SpeechMiner menus and how to operate SpeechMiner
  • Use SpeechMiner Explore page for searching interactions
  • Use SpeechMiner Media Player for interaction play-back
  • Summarize Audit process and perform GIA audits
  • Identify the Text Analytics
  • ~Describe the GIA reports

Target Audience:

Genesys Interaction Analytics 8.5 Operations is intended for anyone who needs to learn the foundations and how to operate the basic functionality of Genesys Interaction Analytics. This can include business analysts, project managers, technical consultants, system administrators, system integrators, technical architects, telephony specialists, and support specialists who will find this course a useful preparation for their further work with Genesys Interaction Analytics.

Software Version:

This course uses GIA version 8.5.5.

Course Prerequisites:

Courses Required

  • N/A
Skills Required:
    • N/A

Genesys Interaction Analytics 8.5 Operations focuses on the concepts and skills needed to use, utilize, and operate Genesys Interaction Analytics solution. Students learn about operating Genesys Interaction Analytics through lecture and hands-on exercises. This course includes topics such as introduction to GIA (Genesys Interaction Analytics), using GIA end user interface SpeechMiner, searching interactions and identifying analytics data, using SpeechMiner Media Player, enabling agent coaching and training, auditing speech recognition results, identifying text analytics, and generating speech and text analytics reports.

Note: The hands-on exercises in this course covers voice and text interactions. Screen recording is included as a topic with no hands on activities involved. QM (Quality Management) is described as a service only, please refer to QM training material for QM related inquiries.

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