Genesys Cloud - Main

Hi,

Is there a way to export the topic trends for all queues in bulk?  I can see how it can be extracted per queue but not for all queue all at once. And I don't think the Topic Trend Summary report will do since it looks like it's at the interaction level (vs handle) and Division is the only filter. Might be counting matches from other divisions on calls transferred. 

Thanks 

AJ

Olá @Anna Jhane Mulinyawe, saudações do Brasil!

Just to clarify how Topic Trends work in Genesys Cloud. Topics are associated with a Program, and the Program defines the scope of conversations (including the set of queues it applies to). When you look at Topic Trends, the data is aggregated at the program level, not natively broken out per queue in a single bulk export.

You can schedule and export Topic Trend reports from the UI, but those exports are still program-level aggregations, not a true "all queues × per-queue breakdown" in one file. That's why the Topic Trend Summary report may not fully meet your use case, especially if you're concerned about transfers or division-level rollups.

If you need Topic Trends segmented per queue in bulk, the supported approach today is to use the Analytics APIs and query conversation/segment-level data, filtering by queueId and topic, and then aggregate the results externally (for example, in Power BI or another reporting tool).

So in short:

• UI exports = program-level Topic Trends

• No native bulk export of Topic Trends split by queue

• Per-queue bulk analysis requires Analytics APIs + external aggregation

Hope that helps clarify the limitation and available options.

Hi,

Is there a way to export the topic trends for all queues in bulk?  I can see how it can be extracted per queue but not for all queue all at once. And I don't think the Topic Trend Summary report will do since it looks like it's at the interaction level (vs handle) and Division is the only filter. Might be counting matches from other divisions on calls transferred. 

Thanks 

AJ

Thank you @Fernando Sotto dos Santos. Will look into the programs. Do you happen to have the API link/call for the bulk export? 

Olá @Anna Jhane Mulinyawe, saudações do Brasil!

Just to clarify how Topic Trends work in Genesys Cloud. Topics are associated with a Program, and the Program defines the scope of conversations (including the set of queues it applies to). When you look at Topic Trends, the data is aggregated at the program level, not natively broken out per queue in a single bulk export.

You can schedule and export Topic Trend reports from the UI, but those exports are still program-level aggregations, not a true "all queues × per-queue breakdown" in one file. That's why the Topic Trend Summary report may not fully meet your use case, especially if you're concerned about transfers or division-level rollups.

If you need Topic Trends segmented per queue in bulk, the supported approach today is to use the Analytics APIs and query conversation/segment-level data, filtering by queueId and topic, and then aggregate the results externally (for example, in Power BI or another reporting tool).

So in short:

• UI exports = program-level Topic Trends

• No native bulk export of Topic Trends split by queue

• Per-queue bulk analysis requires Analytics APIs + external aggregation

Hope that helps clarify the limitation and available options.

Hi,

Is there a way to export the topic trends for all queues in bulk?  I can see how it can be extracted per queue but not for all queue all at once. And I don't think the Topic Trend Summary report will do since it looks like it's at the interaction level (vs handle) and Division is the only filter. Might be counting matches from other divisions on calls transferred. 

Thanks 

AJ

Thank you @Fernando Sotto dos Santos. Will look into the programs. Do you happen to have the API link/call for the bulk export? 

Olá @Anna Jhane Mulinyawe, saudações do Brasil!

Just to clarify how Topic Trends work in Genesys Cloud. Topics are associated with a Program, and the Program defines the scope of conversations (including the set of queues it applies to). When you look at Topic Trends, the data is aggregated at the program level, not natively broken out per queue in a single bulk export.

You can schedule and export Topic Trend reports from the UI, but those exports are still program-level aggregations, not a true "all queues × per-queue breakdown" in one file. That's why the Topic Trend Summary report may not fully meet your use case, especially if you're concerned about transfers or division-level rollups.

If you need Topic Trends segmented per queue in bulk, the supported approach today is to use the Analytics APIs and query conversation/segment-level data, filtering by queueId and topic, and then aggregate the results externally (for example, in Power BI or another reporting tool).

So in short:

• UI exports = program-level Topic Trends

• No native bulk export of Topic Trends split by queue

• Per-queue bulk analysis requires Analytics APIs + external aggregation

Hope that helps clarify the limitation and available options.

Hi,

Is there a way to export the topic trends for all queues in bulk?  I can see how it can be extracted per queue but not for all queue all at once. And I don't think the Topic Trend Summary report will do since it looks like it's at the interaction level (vs handle) and Division is the only filter. Might be counting matches from other divisions on calls transferred. 

Thanks 

AJ