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  • 1.  Topics performing above 80% vs Topics below 80% precision

    Posted 20 days ago

    Good day, we have just completed our migration to Genesys Cloud and is still in the process of tuning our STA topics.  We do have topics that are ready for use and that are performing above 80% precision, but in the front end the user cannot see which topic is performing above 80%.  They just see all topics that are created.  We are concerned that if the business do not know which topic is ready for use, they will make decisions on data that is not reliable.  How do you deal with the fact that you cannot distinguish between topics that are ready and topics that are still being worked on?


    #WEM-Quality,WFM,Gamification,etc

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    Melinda van den Heever
    NA
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  • 2.  RE: Topics performing above 80% vs Topics below 80% precision

    Posted 20 days ago

    Can the following approach work? 

    1. Create the topic but do NOT assign it to any Program.
    2. Will the topic evaluate against all transcribed interactions in the background when no program is assigned?
    3. Is it true that if it isn't mapped to a Program:
      • It will not appear in dashboards
      • It will not affect production reports
      • Supervisors and end‑users won't see topics that are still being validated?

    Would this approach be a safe and supported way to validate new topics on real production interactions without disrupting the analytics for our existing production topics?

    Has anyone used this method successfully, or are there limitations I should be aware of?

    Thanks in advance!



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    Melinda van den Heever
    NA
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    Original Message


  • 3.  RE: Topics performing above 80% vs Topics below 80% precision
    Best Answer

    Posted 20 days ago

    Hi Melinda,

    This is primarily a governance and organization topic rather than a limitation of STA itself.

    A common and effective approach is to clearly separate topics under development from topics approved for business use:

    • Keep topics unpublished while they are still being tuned.

    • Only associate validated topics to Programs / Categories that are intended for reporting and decision-making.

    • Topics that are unpublished or not linked to a Program should be treated as work in progress, even if their precision is already high.

    • Using clear naming conventions (for example, [WIP] vs [PROD]) helps avoid confusion during the tuning phase.

    With this structure in place, the business only consumes data from topics that are explicitly approved and operational, while tuning can continue safely in parallel.

    If this helps, feel free to mark it as the best answer so others can benefit as well.



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


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