Interaction Categories | Genesys Cloud Q&A Show

Today, community legend Robert Wakefield-Carl walks through a very informative demo about Genesys' Interaction Categories, which helps to do quality evaluations with a few clicks of a button! Not only is this feature a huge time-saver, but it now has "detected categories" which dives deeper into a recorded call to find exactly what you're looking for fast. This features changes the way you can find the recordings that make sense to do quality evaluations on. Chapters: 0:00 - 3:52: Intro 3:53 - 20:10: Demo of Interaction Categories 20:11 - 23:11: Genesys Community Questions 23:12 - 26:24: Outro Resource Links: https://robertwc.blogspot.com/2025/07/quality-managers-transforming-from.html?view=timeslide https://robertwc.blogspot.com/2025/08/interaction-categories-taking-pulse-of.html?view=timeslide https://community.genesys.com/discussion/submit-your-questions-interaction-categories-customizable-summaries#bm614fe98c-bb61-4baa-b332-ea49c93b0138