Hi Daniel,
The topic miner looks at the full transcript and there isn't currently a way to stop topic miner from capturing this information if it is included in the transcript.
You could suppress the recording of the IVR so its not included in the transcript (Call recording suppression during IVR, hold, and queue wait). Outside of this, I belive it would need to be a feature request via the Genesys Cloud Ideas Lab
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-07-2025 13:57
From: Daniel Cross
Subject: Topic Miner IVR
I notice that a lot of the results coming back from topic miner are actually IVR messages. Is there a way to have the miner ignore IVR messages?
#QualityManagement
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Daniel Cross
Systems Administrator
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