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  • 1.  Searching for "No Topics Detected" interactions

    Posted 02-14-2024 10:57
    No replies, thread closed.

    I appreciate that the system can identify when an interaction has no topics detected. I even like how I can view a specific agents calls/topics to see just how many interactions had no topics detected. 

    However, what would be really nice is if I could view a list of those interactions so I could pull and listen to them. This would help me determine why those calls didn't capture topics so I could find any relevant key phrases and words that would help build out our topics. Currently the only way I know of finding calls with no topics detected is by pulling each call one by one and waiting until it fully loads to see if on the right side any topics were detected or not. 

    Is there a filter or easier way of pulling this information? It would greatly reduce the amount of time I have to spend blindly pulling calls until I happen to find one where no topics were detected. 


    #SpeechandTextAnalytics

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    Dan Marrero
    IntererWorld Highway
    DBA Tequipment.net
    ------------------------------


  • 2.  RE: Searching for "No Topics Detected" interactions

    Posted 02-19-2024 10:23
    No replies, thread closed.

    Hi Daniel,

    I have reached out to try to source a response for you.



    ------------------------------
    Tracy
    Genesys
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  • 3.  RE: Searching for "No Topics Detected" interactions

    Posted 02-19-2024 18:20
    No replies, thread closed.

    Following!

    Daniel, the only process I've found that works for us is adding the "topics" column in content search view.  This shows (without having to open each individual call) whether or not topics were detected.  Can also export with this column and filter that column to any without topics. 

    Curious to see if there's an alternate option!



    ------------------------------
    Shelby Cronk
    C1
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  • 4.  RE: Searching for "No Topics Detected" interactions

    Posted 02-20-2024 08:13
    No replies, thread closed.

    Hi Daniel,

    Can you create an Idea for this? Happy to add this to the product to make this easier. 

    Currently, the easiest way to do this is by adding a Topics column in Content Search View and reviewing interactions that do not have any topics assigned.



    ------------------------------
    Anik Dey
    Genesys - Employees
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  • 5.  RE: Searching for "No Topics Detected" interactions
    Best Answer

    Posted 02-20-2024 09:26
    No replies, thread closed.

    Hi Dan. On the Performance Workspace screen, load the interactions for the date range you are looking for, then select the context tab and in the upper right select the filter (funnel) and scroll down to Detected Topic you can select "exclude" and then select the topic(s) to exclude. That will filter the list down for you.

    Mark



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    Mark Fagus
    Genesys - Employees
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  • 6.  RE: Searching for "No Topics Detected" interactions

    Posted 04-10-2024 15:06
    No replies, thread closed.

    It looks like the "No Topics Detected" is not functioning correctly, yesterday it listed for a specific rep that they had 19 interactions (40%) out of 48 with "No Topics Detected", but when I view all of their interactions, all of them have topics



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    Conor Twomey
    American Family Mutual Insurance Company, S.I.
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    Original Message


  • 7.  RE: Searching for "No Topics Detected" interactions

    Posted 04-10-2024 17:10
    No replies, thread closed.
    Hi Conor
    Where are you seeing there are no topics?
    When you are able to see them are you seeing the phrases that should be tagged as topics or the actual tags?

    Regards
    Tracy


    Original Message


  • 8.  RE: Searching for "No Topics Detected" interactions

    Posted 04-11-2024 09:53
      |   view attached
    No replies, thread closed.

    Hi Tracy,

    We cannot find any instances of "No Topics", that is the issue that I am reporting. The "No Topics Detected" table column option in the topics report against Agent Performance, is stating for our agents that on a percentage of their interactions there were "No Topics Detected", but when we look at their interactions we see topics detected on all of their interactions. Here is an example for yesterday that includes the "No Topics Detected" column and a topic column, for the total report it says 97% of interactions had "No Topics Detected", while 75% of the interactions analyzed had our "Check for resolution" topic.



    ------------------------------
    Conor Twomey
    American Family Mutual Insurance Company, S.I.
    ------------------------------

    Original Message


  • 9.  RE: Searching for "No Topics Detected" interactions

    Posted 04-11-2024 12:03
    No replies, thread closed.

    Hi Conor,

    Can you create a CARE ticket for this? This looks a bug. You can add my name to notes, we would need a ServOps ticket to investigate.



    ------------------------------
    Anik Dey
    Genesys - Employees
    ------------------------------

    Original Message


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