Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Topic Testing and Governance

    Posted 06-19-2025 04:45
    No replies, thread closed.

    Hi Genesys Cloud Community,

    Our organisation is in the process of transitioning, from Verint to Genesys Cloud, and we're excited about the capabilities of the new platform. As we settle in, we're looking to optimise our processes, particularly around topic testing and governance, and would greatly appreciate insights from both Genesys employees and other experienced users.

    Verint had a very structured and well-established process for topic management and overall governance, and we're keen to learn how others are tackling these areas within Genesys Cloud.

    We're particularly interested in opening up conversations around the following:

    • Topic Testing Efficiency: We manage a library of approximately 200 topics that require regular testing for accuracy. The built-in testing process, while functional, feels a bit slow when dealing with such a large volume. We'd love to hear if anyone has discovered tips, tricks, or alternative methods to streamline the topic testing process within Genesys Cloud. Are there any best practices for bulk testing, or strategies to reduce manual effort?
    • Governance Best Practices: As we scale our Genesys Cloud usage, establishing robust governance is paramount. We're looking to understand if there are any recommended governance processes available directly from Genesys, or if other companies are willing to share what they've implemented and found effective. This includes areas like topic lifecycle management, ownership, version control, and approval workflows. We're particularly interested in how organizations ensure consistency and quality across their topic library.

    We're eager to learn from your experiences and insights to make our Genesys Cloud journey as smooth and efficient as possible. Any advice, resources, or examples you can share would be incredibly valuable.

    Thanks in advance for your contributions!

    Best regards,

    Daniel White

    HSBC


    #Unsure/Other

    ------------------------------
    Daniel White
    ------------------------------


  • 2.  RE: Topic Testing and Governance

    Posted 06-19-2025 08:59
    No replies, thread closed.

    Hi Daniel,

    I am going to move this across the Workforce Engagement Management Community as I believe the experts there will be better placed to answer this



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



  • 3.  RE: Topic Testing and Governance

    Posted 06-23-2025 09:46
    No replies, thread closed.

    Hi Daniel and welcome. We have a Roadmap item for later this year for Topic Phrase testing which will allow testing on unpublished phrases on historic interactions. Topic Miner is also a great tool to help ientify phrases to add to the system to expand your Topic library and identify frequently used phrases and easily add those to the system. You can learn more about Topic Miner here:  https://help.mypurecloud.com/articles/topic-miner-overview/

    We also have another feature coming later this year called Reprocess interactions with updated Topics which you will find useful. This will allow you to test a phrase before adding it to the system to confirm you are getting the results you are looking for before adding it to the system. 



    ------------------------------
    Mark Fagus
    Senior Global WEM Business Specialist
    ------------------------------



  • 4.  RE: Topic Testing and Governance

    Posted 07-03-2025 07:54
    No replies, thread closed.

    Hi Mark,

    Thank you for your reply,

    To clarify a few points based on our current experience and needs:

    • We already have access to phrase testing within Genesys Cloud. Our primary concern is its efficiency for large-scale re-testing. With approximately 200 topics, each containing 5-20 phrases, and our current governance aiming for around 20 interactions tested per phrase to achieve an 80% accuracy target for both transcription and context, the current manual process would be extremely time-consuming and resource-intensive. If there's a more effective and efficient testing process or methodology within Genesys Cloud that would allow us to achieve similar accuracy targets with less manual effort, we are certainly open to exploring and adapting our internal governance. We were hoping for insights into strategies or best practices for streamlining this bulk re-testing of existing topics to significantly reduce the manual effort involved.
    • Regarding Topic Miner, we have also tested this tool. While conceptually useful, the responses we've received from it have unfortunately not been relevant to the new topics we would ideally want to create or expand upon.
    • Similarly, while we can use historical data reprocessing, it doesn't directly address our need for efficiently testing the accuracy of our existing topic library against current interactions for ongoing quality assurance.

    Essentially, we're looking to leverage the built-in tools as much as possible, but we're finding them challenging to scale for the level of ongoing accuracy testing required for our established topic library. We are still very much seeking advice on how other organisations manage this volume of testing efficiently within Genesys Cloud.

    Furthermore, our request for guidance on governance best practices for topic management (including management, ownership, version control, and approval workflows) remains a key area where we're looking for insights, whether directly from Genesys recommendations or from the experiences of other users.

    Any further thoughts or experiences on these specific challenges would be greatly appreciated.

    Thanks,



    ------------------------------
    Daniel White
    ------------------------------

    Original Message


Related Content