In a future release, Genesys Cloud will make Content Search available to customers with CX2, CX2D, and Digital Upgrade 2 licenses. Supervisors and quality analysts can search for specific words and phrases in digital interactions, including email and messaging interactions, to find relevant conversations more quickly. This capability helps users locate interactions for compliance reviews, quality evaluations, and analysis without requiring a WEM or speech and text analytics add-on.

What’s changing

• Expanded Content Search access – Customers with CX2, CX2D, and Digital Upgrade 2 licenses can access Content Search for supported digital interactions.
• Word and phrase search – Supervisors and quality analysts can search digital interaction content for specific words and phrases to locate relevant conversations.
• Available filters – Customers without a WEM or speech and text analytics add-on can use transcript content and interaction filters. Filters for topics, sentiment, empathy, categories, programs, sensitive data, and acoustic metrics are not available without the applicable add-on.
• Content Search setting location – The Content Search toggle is located under Account > Organization Settings > Settings > Security& Compliance.
• Required permissions – Users need either the Routing > TranscriptionSettings – Edit permission or the new Analytics > TranscriptSearchSetting – Edit permission to enable or disable Content Search.
• Migration for existing customers – For customers who previously configured Content Search in speech and text analytics settings, Genesys Cloud will preserve the existing setting during migration. If Content Search was enabled, the new Content Search toggle will be enabled. If Content Search was disabled, the new toggle will remain disabled.
• Default setting for other customers – For customers who did not previously configure Content Search in speech and text analytics settings, Content Search is disabled by default.

Why this matters

Supervisors and quality analysts with these licenses can search digital interaction content directly for words and phrases instead of manually reviewing conversations to find relevant interactions. This makes it easier to locate conversations related to compliance requirements, customer complaints, and other issues that require review.

Action required

Administrators should review the Content Search setting under Account > Organization Settings > Settings > Security& Compliance. Customers who previously configured Content Search in speech and text analytics settings do not need to re-enable it after migration – Genesys Cloud will preserve their existing enabled or disabled setting.

To change the setting, users must have either the Routing > TranscriptionSettings – Edit permission or the new Analytics > TranscriptSearchSetting – Edit permission. The new permission is not automatically assigned to existing users.