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  • 1.  Topic Building Expression Job Aid

    Posted 06-20-2025 15:48
    No replies, thread closed.

    Hello Community,  Does anyone know where to find or have a job aid on what expressions or tricks work when building topics in Genesys. Examples like customer stated "place and order", Agent says "here is your order number" within the last 20 seconds of the recording. I can't see to find good or any documentation in the resource center or online training.  Thanks in advance


    #QualityManagement

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    Steven Casper
    W.W. Grainger, Inc.
    steven.casper@grainger.com
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  • 2.  RE: Topic Building Expression Job Aid

    Posted 06-23-2025 04:18
    No replies, thread closed.

    Hi Steven,

    I am going to move this question across to the Genesys Cloud Workforce Engagement Management community as the experts there should be better placed to answer your question, but it could also be a good question to post in the Genesys Cloud Developer Community

    Thanks

    Sam



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Topic Building Expression Job Aid

    Posted 06-23-2025 09:37
    No replies, thread closed.

    Hi Steven, you can use Topic Miner to have the system identify phrases that it is detecting and you can add them to the system. Regarding the question about detecting a Topic hit during a certain part of the call, you can use interaction categories and specify that you want to tag the call if a certain topic is detected in the last xxx seconds of the call. you can read more here: https://help.mypurecloud.com/articles/about-interaction-categories/



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    Mark Fagus
    Senior Global WEM Business Specialist
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  • 4.  RE: Topic Building Expression Job Aid

    Posted 06-23-2025 11:29
    No replies, thread closed.
    Thank you for the information,  Steve

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  • 5.  RE: Topic Building Expression Job Aid

    Posted 06-23-2025 16:47
    No replies, thread closed.
    Mark,

    Is there anything within "Topics" that we can use similar to what you share during interaction categories?  We are looking to  utilize Evaluation assistance for some of our Evalution forms, they look for topics  not interaction categories.

    Thanks,
    Steve 



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  • 6.  RE: Topic Building Expression Job Aid

    Posted 06-23-2025 17:54
    No replies, thread closed.

    Hi Steven, at this time Evaluation Assistance does not use Categories, it only uses Topics. You can submit an idea for that here: https://genesyscloud.ideas.aha.io/ideas

    Could you structure your Topics to cater to what you are looking for?



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    Mark Fagus
    Senior Global WEM Business Specialist
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    Original Message


  • 7.  RE: Topic Building Expression Job Aid

    Posted 06-24-2025 08:12
    No replies, thread closed.
    Mark,

    Thank you so much for your continued support, I am still trying to create a topic to meet my needs. Not very successful yet our previous vendor allowed adding qualifiers like, 1st 10 words, or last 5 seconds. Customer stated vs agent stated  and word association like Near and not in all as examples.

    I will definitely add this to the idea board. 


    Thank you,

    Steve Casper

    CSC Business Systems Administrator CSTT | W. W. Grainger, Inc.

    Steven.casper@grainger.com



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  • 8.  RE: Topic Building Expression Job Aid

    Posted 06-24-2025 09:34
    No replies, thread closed.
    Mark,

    There is already an idea, I voted for it.


    Thanks,
    Steve



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