Genesys Cloud - Main

Good day, I am fairly new at genesys speech and text analytics.  I have looked at all content about setting up programs in speech and text analytics, but I cannot see any filters that will enable met to view topic trends per program.  Is it only available via api or is it not available at all?

#Unsure/Other

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Melinda van den Heever
NA
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Hi Melinda,

It is not currently possible to filter by program but I did find this idea: Filter by program in speech analytics performance views in the Product Ideas Lab and is listed as "In Development", if you vote on this idea you should receive updates as it progresses 

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Thank you for the feedback.  Submitted my vote.

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Melinda van den Heever
NA
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Original Message:
Sent: 03-18-2025 05:58
From: Samuel Jillard
Subject: Report per speech analytics program

Hi Melinda,

It is not currently possible to filter by program but I did find this idea: Filter by program in speech analytics performance views in the Product Ideas Lab and is listed as "In Development", if you vote on this idea you should receive updates as it progresses 

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Hey Melinda,

If your programs are set up with their respective queues, and the topics you've created are assigned to the relative program, then you don't need to worry about filtering on the program because Topics with an assigned program will only apply to the queues associated with that program (although it would be nice to filter by program).

As a workaround for not being able to filter by Program, my workaround has been to change our naming convention to include related business name at the beginning of the topic, this also helps for external reporting like PowerBI, also because other users around the business have tried using the wrong topics for their business units. For example our topics look like; 'Business A: Agent Compliance', 'Business B: Customer Request' etc.

At least that's what I've found helpful - Hope it makes sense

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Louis Sutherland
Tech Ops Engineer
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Original Message:
Sent: 3/18/2025 4:36:00 PM
From: Louis Sutherland
Subject: RE: Report per speech analytics program

Hey Melinda,

If your programs are set up with their respective queues, and the topics you've created are assigned to the relative program, then you don't need to worry about filtering on the program because Topics with an assigned program will only apply to the queues associated with that program (although it would be nice to filter by program).

As a workaround for not being able to filter by Program, my workaround has been to change our naming convention to include related business name at the beginning of the topic, this also helps for external reporting like PowerBI, also because other users around the business have tried using the wrong topics for their business units. For example our topics look like; 'Business A: Agent Compliance', 'Business B: Customer Request' etc.

At least that's what I've found helpful - Hope it makes sense

------------------------------
Louis Sutherland
Tech Ops Engineer
------------------------------