Skip to main content (Press Enter).
Sign in
Skip auxiliary navigation (Press Enter).
Welcome to the Genesys Community
A place to ask questions, connect with others, and stay in the know
Sign In / Sign Up
Skip main navigation (Press Enter).
Toggle navigation
Search Options
Home
Achievers Lounge
Communities
All Communities
My Communities
SS&A Partner Beta Community
Genesys Cloud Community Home
Directory
Events
Upcoming Events
Browse
Discussion Posts
Library Entries
Login Page
Addthis
Meet the Gurus
Sign Up and Sign In
AMA
Community Rockstars
Community Rockstars - Customer Facing
Community Rockstars - Customer Facing
GCAP Community Member of the Month
Latitude by Genesys – User Group
Latitude By Genesys
Genesys Cloud PAC
Community Prize Wall
Gamification Event Series
Help Cole Out!
Help Kevin Out!
PureConnect Bounty Board
Q&A Show Bounty Board
Copy of Q&A Show Bounty Board (Sandbox)
Redirect
Discussion
View Thread
Workforce Engagement Management
Community Navigator
View Only
Community Home
Discussion
2.1K
Library
76
Events
10
Members
1K
Discussion Thread View
Back to discussions
Expand all
|
Collapse all
Zoom into: Topic manager and Topic spotting
1.
Zoom into: Topic manager and Topic spotting
1
Like
GENESYS
Natalia Abad
Actions
Options Dropdown
Blog This
Posted 02-11-2021 11:50
Edited by Natalia Abad 06-09-2021 17:19
Reply
Reply Privately
Options Dropdown
Hello, Community members
Today we're happy to share our advancements in our speech and text analytics capability, now supervisors, quality managers,s and quality evaluators will be even more empowered to uncover insights around customer and agent trends.
Introducing Topic manager and Topic spotting
Speech and text analytics use programs, topics, and phrases to define a set of instructions utilize to perform recognition and analysis, to automatically identify and tag interactions associated with a specific business issue and provide analytics about the customer's motivation and goal.
With our new features supervisor, managers, and master admins will have the ability to define programs, phrases, and topics that should be detected by the Speech and text subsystem, that later will be visualized in the interaction overview user interface where Quality evaluators and manager can search for specific topics during the interaction to be displayed and analyze.
How to get
started with the Topic manager and topic spotting
supporting assets
Key features
Phrases:
A phrase is a group of words that stand together in a grammatical unit containing an idea or statement, that outlines the various ways in which a topic can be expressed and helps you identify the type of interactions you want to analyze.
A cluster of
phrases
integrates a topic that represents a specific intent which means that the more phrases the stronger the overall recognition power of the specific topic
Topics:
Topics are a collection of phrases that indicate a business-level intent detected within interactions.
What are Business level intents: they could be a call reason (e.g. Cancellation), an agent skill (e.g. Upsell Attempt), or an indication of customer dissatisfaction (e.g. Escalation). This means you could
create a topic
named, like Cancellation with a number of phrases including: "close out my account" or "I wish to cancel" and so forth as customers and agents have numerous ways to signal a business intent based on the words and phrases they say. As a result, a Topic contains a set of phrases that indicate that business-level event.
Programs:
A
Program
is defined by a set of Topics, about business-level intents, to detect in recorded conversations between interaction participants, based on the Queue or Flow.
A little learning goes a long way
Help my PureCloud
Quality Assurance & Compliance Resources
Resource center |
About Speech & Text Analytics
Community |
Get started with Speech & Text Analytics
Resource center |
About Voice Transcription
Community |
Genesys Cloud Voice Transcription Walkthrough
Resource center |
About Interaction overview
Community |
Introducing Sentiment Analysis
Resource center |
About Sentiment Analysis
Community |
Diving in Speech and Text Analytics
Resource center |
About Topics
×
New Best Answer
This thread already has a best answer. Would you like to mark this message as the new best answer?
//GTM-TT8KK9Z
Please enable JavaScript to continue using this application.
Skip Navigation Links
Footer - top
Footer - bottom
Header
Altocloud
Top Nav Bar
Powered by Higher Logic