Genesys Cloud - Main

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Thanks for the suggestions and detailed reply. We stepped through each section above. So far we've found no obvious issues. Have a couple follow-ups below:

Question 1: One item to clarify, we do not see that STA Programs are Division aware, at least not in FedRAMP. Should STA Programs in FedRAMP be Division aware? Our Queue and Flow and Users are all in same division for this test. 

Our STA Program is published, etc. Language is en-US.  

If we adjust our ACD email routing to go directly to Queue (same Queue) and bypass Architect, then the same STA Program works just fine and is assigned / honored. 

If we then update our email routing to hit Architect and the only step in our inbound email flow is transfer to the same ACD queue, then we simply cannot get the STA program to honor. (We've tried setting STA Program by Queue only, Flow only and having both selected, all of which aren't working)

Question 2: It's like routing the email to Architect to then only transfer to the same ACD queue is causing STA issues for some reason. Is there anything specific in the Transfer to ACD Architect step that we need to do outside of selecting the proper Queue? Or anything else in an Inbound email architect flow that needs to be configured for STA to function?

Ultimately, we need to use Architect in order to apply a schedule to the inbound ACD email. For now, we're trying a simple test to confirm we can/cannot apply a specific STA Program to ACD email that is routed via Architect. (Ultimate goal of being able to exclude STA for certain inbound ACD email queues) 

Thanks again hope this makes some sense! :)

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Hi Shane,

I'm sorry for not getting back to you sooner, I only saw the question today...

About your question: "We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?"

The simple answer, unfortunately, is no.

As opposed to voice interactions, where you can control the transcription (which is done via transcription engines) in every part of the call (flow transcription settings, queue transcription settings),  all the digital media in general, and email specifically, are not being "transcribed" in the way voice does. The transcript comes from the Media Service and simply passes" whatever they get from the digital media interfaces to the transcript processor, which only saves it. STA has no control over whether to keep the transcript or not. Unlike voice flow, the Inbound Email Flow doesn't have any option to set or unset email correspondence transcripts.

I come from the STA side, so I don't know if there is an option to disable showing the email transcription before it reaches the transcript processor.

And about the program mentioned above, it's not relevant to the ability to show or not the transcript or analyse Agent Empathy and Customer Sentiment - those are done anyway (when enabled) on all transcripts, regardless of the mapped program.

I'll check with my PMs to come up with an idea about the separate analysis based on queues.

Regards,

Shai

Thanks for the suggestions and detailed reply. We stepped through each section above. So far we've found no obvious issues. Have a couple follow-ups below:

Question 1: One item to clarify, we do not see that STA Programs are Division aware, at least not in FedRAMP. Should STA Programs in FedRAMP be Division aware? Our Queue and Flow and Users are all in same division for this test. 

Our STA Program is published, etc. Language is en-US.  

If we adjust our ACD email routing to go directly to Queue (same Queue) and bypass Architect, then the same STA Program works just fine and is assigned / honored. 

If we then update our email routing to hit Architect and the only step in our inbound email flow is transfer to the same ACD queue, then we simply cannot get the STA program to honor. (We've tried setting STA Program by Queue only, Flow only and having both selected, all of which aren't working)

Question 2: It's like routing the email to Architect to then only transfer to the same ACD queue is causing STA issues for some reason. Is there anything specific in the Transfer to ACD Architect step that we need to do outside of selecting the proper Queue? Or anything else in an Inbound email architect flow that needs to be configured for STA to function?

Ultimately, we need to use Architect in order to apply a schedule to the inbound ACD email. For now, we're trying a simple test to confirm we can/cannot apply a specific STA Program to ACD email that is routed via Architect. (Ultimate goal of being able to exclude STA for certain inbound ACD email queues) 

Thanks again hope this makes some sense! :)

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Thanks Shai! Really appreciate the response.

We are now faced with a new secondary challenge in attempting this. You may have an answer for this as well.

From what we are gathering from support, the ability to assign a configured STA program to an inbound ACD email, the email MUST be configured to always route to a queue. (i.e. Contact Center -> Email -> Email Routing -> Always route to this queue vs Always route to this flow)

Question: Do you know if it's possible to assign an STA program to a specific inbound ACD email flow? We've been unsuccessful as it's consistently showing up as Unknown for the Program.

We really need to use Inbound Email flows in order to apply schedules among other things for some of our customers and ideally we could assign specific STA programs to those inbound email flows. If this isn't possible, seems like this would really need to be added functionality. I'll be happy to submit an idea for this, if needed. It seems kind of odd to not be able to use both Architect and STA together for inbound email interactions.

I hope this makes sense and we're hopeful there is a positive answer :)

Thanks again!

Hi Shane,

I'm sorry for not getting back to you sooner, I only saw the question today...

About your question: "We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?"

The simple answer, unfortunately, is no.

As opposed to voice interactions, where you can control the transcription (which is done via transcription engines) in every part of the call (flow transcription settings, queue transcription settings),  all the digital media in general, and email specifically, are not being "transcribed" in the way voice does. The transcript comes from the Media Service and simply passes" whatever they get from the digital media interfaces to the transcript processor, which only saves it. STA has no control over whether to keep the transcript or not. Unlike voice flow, the Inbound Email Flow doesn't have any option to set or unset email correspondence transcripts.

I come from the STA side, so I don't know if there is an option to disable showing the email transcription before it reaches the transcript processor.

And about the program mentioned above, it's not relevant to the ability to show or not the transcript or analyse Agent Empathy and Customer Sentiment - those are done anyway (when enabled) on all transcripts, regardless of the mapped program.

I'll check with my PMs to come up with an idea about the separate analysis based on queues.

Regards,

Shai

Thanks for the suggestions and detailed reply. We stepped through each section above. So far we've found no obvious issues. Have a couple follow-ups below:

Question 1: One item to clarify, we do not see that STA Programs are Division aware, at least not in FedRAMP. Should STA Programs in FedRAMP be Division aware? Our Queue and Flow and Users are all in same division for this test. 

Our STA Program is published, etc. Language is en-US.  

If we adjust our ACD email routing to go directly to Queue (same Queue) and bypass Architect, then the same STA Program works just fine and is assigned / honored. 

If we then update our email routing to hit Architect and the only step in our inbound email flow is transfer to the same ACD queue, then we simply cannot get the STA program to honor. (We've tried setting STA Program by Queue only, Flow only and having both selected, all of which aren't working)

Question 2: It's like routing the email to Architect to then only transfer to the same ACD queue is causing STA issues for some reason. Is there anything specific in the Transfer to ACD Architect step that we need to do outside of selecting the proper Queue? Or anything else in an Inbound email architect flow that needs to be configured for STA to function?

Ultimately, we need to use Architect in order to apply a schedule to the inbound ACD email. For now, we're trying a simple test to confirm we can/cannot apply a specific STA Program to ACD email that is routed via Architect. (Ultimate goal of being able to exclude STA for certain inbound ACD email queues) 

Thanks again hope this makes some sense! :)

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

Hi Shane,
Regarding my last answer, there is an epic that might do the same, but from the program side - please see WEM-1490.

About the last question:
Do you mean that if you created an Email Inbound Flow, such as this example:

And you added it to a program:

And published, when an email comes through this flow, the program is showing as Unknown in the interaction page?

Shai

Thanks Shai! Really appreciate the response.

We are now faced with a new secondary challenge in attempting this. You may have an answer for this as well.

From what we are gathering from support, the ability to assign a configured STA program to an inbound ACD email, the email MUST be configured to always route to a queue. (i.e. Contact Center -> Email -> Email Routing -> Always route to this queue vs Always route to this flow)

Question: Do you know if it's possible to assign an STA program to a specific inbound ACD email flow? We've been unsuccessful as it's consistently showing up as Unknown for the Program.

We really need to use Inbound Email flows in order to apply schedules among other things for some of our customers and ideally we could assign specific STA programs to those inbound email flows. If this isn't possible, seems like this would really need to be added functionality. I'll be happy to submit an idea for this, if needed. It seems kind of odd to not be able to use both Architect and STA together for inbound email interactions.

I hope this makes sense and we're hopeful there is a positive answer :)

Thanks again!

Hi Shane,

I'm sorry for not getting back to you sooner, I only saw the question today...

About your question: "We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?"

The simple answer, unfortunately, is no.

As opposed to voice interactions, where you can control the transcription (which is done via transcription engines) in every part of the call (flow transcription settings, queue transcription settings),  all the digital media in general, and email specifically, are not being "transcribed" in the way voice does. The transcript comes from the Media Service and simply passes" whatever they get from the digital media interfaces to the transcript processor, which only saves it. STA has no control over whether to keep the transcript or not. Unlike voice flow, the Inbound Email Flow doesn't have any option to set or unset email correspondence transcripts.

I come from the STA side, so I don't know if there is an option to disable showing the email transcription before it reaches the transcript processor.

And about the program mentioned above, it's not relevant to the ability to show or not the transcript or analyse Agent Empathy and Customer Sentiment - those are done anyway (when enabled) on all transcripts, regardless of the mapped program.

I'll check with my PMs to come up with an idea about the separate analysis based on queues.

Regards,

Shai

Thanks for the suggestions and detailed reply. We stepped through each section above. So far we've found no obvious issues. Have a couple follow-ups below:

Question 1: One item to clarify, we do not see that STA Programs are Division aware, at least not in FedRAMP. Should STA Programs in FedRAMP be Division aware? Our Queue and Flow and Users are all in same division for this test. 

Our STA Program is published, etc. Language is en-US.  

If we adjust our ACD email routing to go directly to Queue (same Queue) and bypass Architect, then the same STA Program works just fine and is assigned / honored. 

If we then update our email routing to hit Architect and the only step in our inbound email flow is transfer to the same ACD queue, then we simply cannot get the STA program to honor. (We've tried setting STA Program by Queue only, Flow only and having both selected, all of which aren't working)

Question 2: It's like routing the email to Architect to then only transfer to the same ACD queue is causing STA issues for some reason. Is there anything specific in the Transfer to ACD Architect step that we need to do outside of selecting the proper Queue? Or anything else in an Inbound email architect flow that needs to be configured for STA to function?

Ultimately, we need to use Architect in order to apply a schedule to the inbound ACD email. For now, we're trying a simple test to confirm we can/cannot apply a specific STA Program to ACD email that is routed via Architect. (Ultimate goal of being able to exclude STA for certain inbound ACD email queues) 

Thanks again hope this makes some sense! :)

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

I'll take a look at WEM-1490 and see if that covers the original request / question.

As for the most recent question / issue, yes, that is correct. I'll try to describe in more detail below w screenshots. So question is "should we be able to configure an STA program and assign it to an inbound email flow then have the inbound email honor or apply the configured STA program?"

Scenarios:

If we configure Email Routing to "Always route this this flow" and then under STA -> Programs configure our STA Program to use that same inbound email flow (and/or acd email queue), it always showing as Unknown in the Interactions page and that Program does not seem to get applied. 

FYI - If we configure email as "Always route to this queue" and select the same Queue, then the proper STA program (same STA program that we attempt to assign to the Flow) always gets assigned. It seems routing the inbound email through Architect causes an issue of sorts or is not working.

Email Routing config: (using an architect flow)

Interactions View:
Program Unknown

(Routing inbound email to same queue BUT without Architect / flow, it actually assigned the expected Program. When using Architect, it always shows as Unknown)

Hi Shane,
Regarding my last answer, there is an epic that might do the same, but from the program side - please see WEM-1490.

About the last question:
Do you mean that if you created an Email Inbound Flow, such as this example:

And you added it to a program:

And published, when an email comes through this flow, the program is showing as Unknown in the interaction page?

Shai

Thanks Shai! Really appreciate the response.

We are now faced with a new secondary challenge in attempting this. You may have an answer for this as well.

From what we are gathering from support, the ability to assign a configured STA program to an inbound ACD email, the email MUST be configured to always route to a queue. (i.e. Contact Center -> Email -> Email Routing -> Always route to this queue vs Always route to this flow)

Question: Do you know if it's possible to assign an STA program to a specific inbound ACD email flow? We've been unsuccessful as it's consistently showing up as Unknown for the Program.

We really need to use Inbound Email flows in order to apply schedules among other things for some of our customers and ideally we could assign specific STA programs to those inbound email flows. If this isn't possible, seems like this would really need to be added functionality. I'll be happy to submit an idea for this, if needed. It seems kind of odd to not be able to use both Architect and STA together for inbound email interactions.

I hope this makes sense and we're hopeful there is a positive answer :)

Thanks again!

Hi Shane,

I'm sorry for not getting back to you sooner, I only saw the question today...

About your question: "We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?"

The simple answer, unfortunately, is no.

As opposed to voice interactions, where you can control the transcription (which is done via transcription engines) in every part of the call (flow transcription settings, queue transcription settings),  all the digital media in general, and email specifically, are not being "transcribed" in the way voice does. The transcript comes from the Media Service and simply passes" whatever they get from the digital media interfaces to the transcript processor, which only saves it. STA has no control over whether to keep the transcript or not. Unlike voice flow, the Inbound Email Flow doesn't have any option to set or unset email correspondence transcripts.

I come from the STA side, so I don't know if there is an option to disable showing the email transcription before it reaches the transcript processor.

And about the program mentioned above, it's not relevant to the ability to show or not the transcript or analyse Agent Empathy and Customer Sentiment - those are done anyway (when enabled) on all transcripts, regardless of the mapped program.

I'll check with my PMs to come up with an idea about the separate analysis based on queues.

Regards,

Shai

Thanks for the suggestions and detailed reply. We stepped through each section above. So far we've found no obvious issues. Have a couple follow-ups below:

Question 1: One item to clarify, we do not see that STA Programs are Division aware, at least not in FedRAMP. Should STA Programs in FedRAMP be Division aware? Our Queue and Flow and Users are all in same division for this test. 

Our STA Program is published, etc. Language is en-US.  

If we adjust our ACD email routing to go directly to Queue (same Queue) and bypass Architect, then the same STA Program works just fine and is assigned / honored. 

If we then update our email routing to hit Architect and the only step in our inbound email flow is transfer to the same ACD queue, then we simply cannot get the STA program to honor. (We've tried setting STA Program by Queue only, Flow only and having both selected, all of which aren't working)

Question 2: It's like routing the email to Architect to then only transfer to the same ACD queue is causing STA issues for some reason. Is there anything specific in the Transfer to ACD Architect step that we need to do outside of selecting the proper Queue? Or anything else in an Inbound email architect flow that needs to be configured for STA to function?

Ultimately, we need to use Architect in order to apply a schedule to the inbound ACD email. For now, we're trying a simple test to confirm we can/cannot apply a specific STA Program to ACD email that is routed via Architect. (Ultimate goal of being able to exclude STA for certain inbound ACD email queues) 

Thanks again hope this makes some sense! :)

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

------------------------------
R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

------------------------------
David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

------------------------------
Shane Jenkins
------------------------------

I opened a ticket to check the Unknown program.

I'll take a look at WEM-1490 and see if that covers the original request / question.

As for the most recent question / issue, yes, that is correct. I'll try to describe in more detail below w screenshots. So question is "should we be able to configure an STA program and assign it to an inbound email flow then have the inbound email honor or apply the configured STA program?"

Scenarios:

If we configure Email Routing to "Always route this this flow" and then under STA -> Programs configure our STA Program to use that same inbound email flow (and/or acd email queue), it always showing as Unknown in the Interactions page and that Program does not seem to get applied. 

FYI - If we configure email as "Always route to this queue" and select the same Queue, then the proper STA program (same STA program that we attempt to assign to the Flow) always gets assigned. It seems routing the inbound email through Architect causes an issue of sorts or is not working.

Email Routing config: (using an architect flow)

Interactions View:
Program Unknown

(Routing inbound email to same queue BUT without Architect / flow, it actually assigned the expected Program. When using Architect, it always shows as Unknown)

Hi Shane,
Regarding my last answer, there is an epic that might do the same, but from the program side - please see WEM-1490.

About the last question:
Do you mean that if you created an Email Inbound Flow, such as this example:

And you added it to a program:

And published, when an email comes through this flow, the program is showing as Unknown in the interaction page?

Shai

Thanks Shai! Really appreciate the response.

We are now faced with a new secondary challenge in attempting this. You may have an answer for this as well.

From what we are gathering from support, the ability to assign a configured STA program to an inbound ACD email, the email MUST be configured to always route to a queue. (i.e. Contact Center -> Email -> Email Routing -> Always route to this queue vs Always route to this flow)

Question: Do you know if it's possible to assign an STA program to a specific inbound ACD email flow? We've been unsuccessful as it's consistently showing up as Unknown for the Program.

We really need to use Inbound Email flows in order to apply schedules among other things for some of our customers and ideally we could assign specific STA programs to those inbound email flows. If this isn't possible, seems like this would really need to be added functionality. I'll be happy to submit an idea for this, if needed. It seems kind of odd to not be able to use both Architect and STA together for inbound email interactions.

I hope this makes sense and we're hopeful there is a positive answer :)

Thanks again!

Hi Shane,

I'm sorry for not getting back to you sooner, I only saw the question today...

About your question: "We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?"

The simple answer, unfortunately, is no.

As opposed to voice interactions, where you can control the transcription (which is done via transcription engines) in every part of the call (flow transcription settings, queue transcription settings),  all the digital media in general, and email specifically, are not being "transcribed" in the way voice does. The transcript comes from the Media Service and simply passes" whatever they get from the digital media interfaces to the transcript processor, which only saves it. STA has no control over whether to keep the transcript or not. Unlike voice flow, the Inbound Email Flow doesn't have any option to set or unset email correspondence transcripts.

I come from the STA side, so I don't know if there is an option to disable showing the email transcription before it reaches the transcript processor.

And about the program mentioned above, it's not relevant to the ability to show or not the transcript or analyse Agent Empathy and Customer Sentiment - those are done anyway (when enabled) on all transcripts, regardless of the mapped program.

I'll check with my PMs to come up with an idea about the separate analysis based on queues.

Regards,

Shai

Thanks for the suggestions and detailed reply. We stepped through each section above. So far we've found no obvious issues. Have a couple follow-ups below:

Question 1: One item to clarify, we do not see that STA Programs are Division aware, at least not in FedRAMP. Should STA Programs in FedRAMP be Division aware? Our Queue and Flow and Users are all in same division for this test. 

Our STA Program is published, etc. Language is en-US.  

If we adjust our ACD email routing to go directly to Queue (same Queue) and bypass Architect, then the same STA Program works just fine and is assigned / honored. 

If we then update our email routing to hit Architect and the only step in our inbound email flow is transfer to the same ACD queue, then we simply cannot get the STA program to honor. (We've tried setting STA Program by Queue only, Flow only and having both selected, all of which aren't working)

Question 2: It's like routing the email to Architect to then only transfer to the same ACD queue is causing STA issues for some reason. Is there anything specific in the Transfer to ACD Architect step that we need to do outside of selecting the proper Queue? Or anything else in an Inbound email architect flow that needs to be configured for STA to function?

Ultimately, we need to use Architect in order to apply a schedule to the inbound ACD email. For now, we're trying a simple test to confirm we can/cannot apply a specific STA Program to ACD email that is routed via Architect. (Ultimate goal of being able to exclude STA for certain inbound ACD email queues) 

Thanks again hope this makes some sense! :)

Lets try double check .

1 -  Confirm STA Program mapping

In Admin > Quality > Speech and Text Analytics > Programs, ensure the Program is published and mapped to the correct objects:

The queue where the email is ultimately routed, and/or

The Inbound Email Flow (Architect) used in Admin > Contact Center > Email for that address.

If no Program matches, STA will fall back to the Default Program defined in Admin > Quality > Speech and Text Analytics Settings.

2-  Check Divisions (data scope)

The Program, Queue, and Flow must belong to the same Division or be shared across Divisions.

Mismatched Divisions are one of the most common reasons STA doesn't apply.

3 -  Validate Language/Dialect configuration

The Program must include topics for the language(s) being analyzed in digital channels.

Under Speech and Text Analytics Settings, confirm that the correct digital dialects are enabled.

If the flow sets a language, make sure the Program contains matching topics/dialects.

4 - Verify the Inbound Email Flow setup

In Admin > Contact Center > Email, confirm the address uses an Inbound Email Flow that performs a "Transfer to ACD" to the target queue.

The Program mapping should reference the same flow being used for that address.

5 - Publication and precedence

The Program must be Published (drafts are ignored).

Avoid mapping both the flow and the queue to different Programs unless necessary - conflicts can cause fallback to the Default Program.

6 -  License and permissions

Ensure the organization has the Speech and Text Analytics Add-On license.

Verify that the admin user has permissions to view and assign Programs and Topics.

7 - Reprocess old interactions (if applicable)

If mappings were changed after emails were processed, use Reprocess Interactions to re-analyze historical conversations with the new Program.

8 -  Platform specifics

In Genesys Cloud EX, mapping a Program to flows has no effect (only queue mapping works).

For email replies (threaded conversations), ensure the flow logic keeps the same ACD routing so STA can detect the associated Program.

Why It Works Without Architect, But Not With It

When emails are routed directly to the queue, STA can match the Program via the queue or Default Program.
When an Architect Flow is inserted in the routing path, if the Program is not mapped to that flow (or Division/Language don't align), STA cannot find a valid match, so the Program is not applied.

Hi David,

Do you happen to have any insight as to when we attempt to configure an STA program, why it simply isn't working / assigning the STA program to an ACD email when it is routed via an inbound ACD email architect flow? 

Can you or anyone else possibly recreate this behavior in an Org you have?

It seems odd that if you route an ACD email directly to a queue and not leveraging Architect, it appears to work just fine. 

Once we bring Architect into routing an ACD email to a queue, we simply cannot get Speech and Text Analytics Program to honor our configuration.

We will open a support case on this as well. On the surface, it appears like it may be a bug.

Thanks all,

Dave,

Here's what we've discovered:

The scenario you described seems to work if the Email setting is configured to route directly to a queue (Always route to this queue).

But if Email is configured to route to a flow (Always route to this flow), the associated Program does not get applied. It uses the Default Program instead.

We've tried adding Flows and Queues to the Program and just adding Flows or Queues. Same behavior no matter what.

We have our Default Program set to "None," and the Analytics shows the Program as "Unknown," but we're still seeing Agent Empathy and Customer Sentiment analysis being performed intermittently for these customers.

There seems to be some inconsistency with this product.

We're still searching for a way to have Text Analytics on Digital Interactions as well as Agent Empathy and Customer Sentiment enabled, but exclude certain customers from analysis.

Note: We're a FedRAMP customer. Not sure if that would matter, but just in case.

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R. Brandon Weaver
CX Solutions Specialist | SAIC

Original Message:
Sent: 10-31-2025 15:12
From: David Betoni
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

In Genesys Cloud Speech and Text Analytics (STA), the "General Program" is typically the default program that includes all enabled queues and languages. As a result, it ends up processing everything that isn't explicitly configured in another program.

If your goal is to limit STA to specific queues, a good practice is to:

1 - Remove or deactivate the "General" program to prevent it from processing all interactions by default.

2 - Create one or more custom programs, including only the queues or languages you actually want to analyze.

3 - Then, assign these specific programs to the appropriate recording policies or analysis flows.

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David Betoni
Principal PS Consultant

Original Message:
Sent: 10-31-2025 11:41
From: Shane Jenkins
Subject: Is it possible to disable Speech and Text Analytics for specific email queues or email flows?

Hi all,

Hoping someone has faced this before.

We have enabled Speech and Text analytics for Digital Interactions and this is being applied across the Org to any / all ACD email queues. We really need to disable transcription for specific ACD email queues or ACD email flows, is this possible somehow?

We do see the ability to toggle transcription off/on for Voice queues, but not Email.

Has anyone ran into this before and have a potential solution or work around? We'd prefer not to disable Digital Interactions for the entire Org as other queues want / need this ability.

Thanks all,

#ArchitectandDesign
#DigitalChannels
#Reporting/Analytics
#System/PlatformAdministration
#WEM-Quality,WFM,Gamification,etc

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Shane Jenkins
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