Workforce Engagement Management

Hey folks,

I hope that everyone is well today. 

I've recently started looking at Genesys Topics! Topics has me quite excited in terms of the insight / depth of analytical data the feature might make available to us. I decided to test the function on a 'busy' multi-channel queue (SMS, email and voice). I created:

• 10 topics relevant to the queue in question. Created around 600 phrases for each topic (med-low strictness), en-GB (dialect - UK-based) and 'Both' participants. Published.
• Created a Program, assigned the test queue in question. Assigned my topics. No AI insights. Published. 
• Created categories for each of my topics in order to 'tag' interactions accordingly. 

I've left this active for a few days and have today analysed the data. More than a little deflated. Perhaps I'm doing something wrong but this is what I have noted:

• For some reason, all emails within the test queue have been assessed using the default 'General' program for some reason, and not the program I created and assigned to the queue? Although, sentiment / topic analysis is working and visible within events within the interaction transcript - it's just utilising the incorrect program.
• Around 50% of the voice interactions within the queue, whist leveraging the correct program, have no 'Events' window displaying within the transcript and a sentiment rating of 0 / neutral - when there is clearly a lot sentiment clearly displayed within the transcript. It's almost as though the analysis hasn't taken place. 
• Whist leveraging the correct program, I haven't found one SMS interaction that is displaying an 'Events' window - they all show a sentiment rating of 0 / neutral.
• Of the interactions that have utilised the correct program and topics / sentiment analysis has taken place - Topics has made only 3 hits in four days. Having processed thousands of interactions. 2 of those hits were nonsense and had absolutely no association with any of the phrases within the flagged Topic. 

Am i doing something wildly incorrect? Had such high-hopes for this feature. Is anyone using it successfully? Any hints / tips / pointers?

Cheers.

Hi Matthew,

I am going to move this over to the Workforce Engagement Management Community so the Speech and Text experts can try and help resolve this

Hey folks,

I hope that everyone is well today. 

I've recently started looking at Genesys Topics! Topics has me quite excited in terms of the insight / depth of analytical data the feature might make available to us. I decided to test the function on a 'busy' multi-channel queue (SMS, email and voice). I created:

• 10 topics relevant to the queue in question. Created around 600 phrases for each topic (med-low strictness), en-GB (dialect - UK-based) and 'Both' participants. Published.
• Created a Program, assigned the test queue in question. Assigned my topics. No AI insights. Published. 
• Created categories for each of my topics in order to 'tag' interactions accordingly. 

I've left this active for a few days and have today analysed the data. More than a little deflated. Perhaps I'm doing something wrong but this is what I have noted:

• For some reason, all emails within the test queue have been assessed using the default 'General' program for some reason, and not the program I created and assigned to the queue? Although, sentiment / topic analysis is working and visible within events within the interaction transcript - it's just utilising the incorrect program.
• Around 50% of the voice interactions within the queue, whist leveraging the correct program, have no 'Events' window displaying within the transcript and a sentiment rating of 0 / neutral - when there is clearly a lot sentiment clearly displayed within the transcript. It's almost as though the analysis hasn't taken place. 
• Whist leveraging the correct program, I haven't found one SMS interaction that is displaying an 'Events' window - they all show a sentiment rating of 0 / neutral.
• Of the interactions that have utilised the correct program and topics / sentiment analysis has taken place - Topics has made only 3 hits in four days. Having processed thousands of interactions. 2 of those hits were nonsense and had absolutely no association with any of the phrases within the flagged Topic. 

Am i doing something wildly incorrect? Had such high-hopes for this feature. Is anyone using it successfully? Any hints / tips / pointers?

Cheers.

Thank you, Sam.

Hi Matthew,

I am going to move this over to the Workforce Engagement Management Community so the Speech and Text experts can try and help resolve this

Hey folks,

I hope that everyone is well today. 

I've recently started looking at Genesys Topics! Topics has me quite excited in terms of the insight / depth of analytical data the feature might make available to us. I decided to test the function on a 'busy' multi-channel queue (SMS, email and voice). I created:

• 10 topics relevant to the queue in question. Created around 600 phrases for each topic (med-low strictness), en-GB (dialect - UK-based) and 'Both' participants. Published.
• Created a Program, assigned the test queue in question. Assigned my topics. No AI insights. Published. 
• Created categories for each of my topics in order to 'tag' interactions accordingly. 

I've left this active for a few days and have today analysed the data. More than a little deflated. Perhaps I'm doing something wrong but this is what I have noted:

• For some reason, all emails within the test queue have been assessed using the default 'General' program for some reason, and not the program I created and assigned to the queue? Although, sentiment / topic analysis is working and visible within events within the interaction transcript - it's just utilising the incorrect program.
• Around 50% of the voice interactions within the queue, whist leveraging the correct program, have no 'Events' window displaying within the transcript and a sentiment rating of 0 / neutral - when there is clearly a lot sentiment clearly displayed within the transcript. It's almost as though the analysis hasn't taken place. 
• Whist leveraging the correct program, I haven't found one SMS interaction that is displaying an 'Events' window - they all show a sentiment rating of 0 / neutral.
• Of the interactions that have utilised the correct program and topics / sentiment analysis has taken place - Topics has made only 3 hits in four days. Having processed thousands of interactions. 2 of those hits were nonsense and had absolutely no association with any of the phrases within the flagged Topic. 

Am i doing something wildly incorrect? Had such high-hopes for this feature. Is anyone using it successfully? Any hints / tips / pointers?

Cheers.

Hey folks,

I hope that everyone is well today. 

I've recently started looking at Genesys Topics! Topics has me quite excited in terms of the insight / depth of analytical data the feature might make available to us. I decided to test the function on a 'busy' multi-channel queue (SMS, email and voice). I created:

• 10 topics relevant to the queue in question. Created around 600 phrases for each topic (med-low strictness), en-GB (dialect - UK-based) and 'Both' participants. Published.
• Created a Program, assigned the test queue in question. Assigned my topics. No AI insights. Published. 
• Created categories for each of my topics in order to 'tag' interactions accordingly. 

I've left this active for a few days and have today analysed the data. More than a little deflated. Perhaps I'm doing something wrong but this is what I have noted:

• For some reason, all emails within the test queue have been assessed using the default 'General' program for some reason, and not the program I created and assigned to the queue? Although, sentiment / topic analysis is working and visible within events within the interaction transcript - it's just utilising the incorrect program.
• Around 50% of the voice interactions within the queue, whist leveraging the correct program, have no 'Events' window displaying within the transcript and a sentiment rating of 0 / neutral - when there is clearly a lot sentiment clearly displayed within the transcript. It's almost as though the analysis hasn't taken place. 
• Whist leveraging the correct program, I haven't found one SMS interaction that is displaying an 'Events' window - they all show a sentiment rating of 0 / neutral.
• Of the interactions that have utilised the correct program and topics / sentiment analysis has taken place - Topics has made only 3 hits in four days. Having processed thousands of interactions. 2 of those hits were nonsense and had absolutely no association with any of the phrases within the flagged Topic. 

Am i doing something wildly incorrect? Had such high-hopes for this feature. Is anyone using it successfully? Any hints / tips / pointers?

Cheers.

#Reporting/Analytics

------------------------------
Matthew Tipler
------------------------------

Hi Matthew,

Thanks for sharing your experience. I think you can open a support case so our support engineers can triage this issue by looking at the actual interaction transcripts.

For starters I would first pay attention to the language dialect detected for your email conversations, it would appear towards the beginning of the interaction.

And then make sure you have topics created for those specific dialects. Otherwise they will be processed by General program.

Hey folks,

I hope that everyone is well today. 

I've recently started looking at Genesys Topics! Topics has me quite excited in terms of the insight / depth of analytical data the feature might make available to us. I decided to test the function on a 'busy' multi-channel queue (SMS, email and voice). I created:

• 10 topics relevant to the queue in question. Created around 600 phrases for each topic (med-low strictness), en-GB (dialect - UK-based) and 'Both' participants. Published.
• Created a Program, assigned the test queue in question. Assigned my topics. No AI insights. Published. 
• Created categories for each of my topics in order to 'tag' interactions accordingly. 

I've left this active for a few days and have today analysed the data. More than a little deflated. Perhaps I'm doing something wrong but this is what I have noted:

• For some reason, all emails within the test queue have been assessed using the default 'General' program for some reason, and not the program I created and assigned to the queue? Although, sentiment / topic analysis is working and visible within events within the interaction transcript - it's just utilising the incorrect program.
• Around 50% of the voice interactions within the queue, whist leveraging the correct program, have no 'Events' window displaying within the transcript and a sentiment rating of 0 / neutral - when there is clearly a lot sentiment clearly displayed within the transcript. It's almost as though the analysis hasn't taken place. 
• Whist leveraging the correct program, I haven't found one SMS interaction that is displaying an 'Events' window - they all show a sentiment rating of 0 / neutral.
• Of the interactions that have utilised the correct program and topics / sentiment analysis has taken place - Topics has made only 3 hits in four days. Having processed thousands of interactions. 2 of those hits were nonsense and had absolutely no association with any of the phrases within the flagged Topic. 

Am i doing something wildly incorrect? Had such high-hopes for this feature. Is anyone using it successfully? Any hints / tips / pointers?

Cheers.

#Reporting/Analytics

------------------------------
Matthew Tipler
------------------------------