Genesys Cloud - Main

Hi there,

Is it possible to create a dashboard for content search? 

Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today. 

Your closest is probably the Topic Trends workspace view. As long as you have topics created you can see how many interactions contain mentions of those topics, and you can search in the upper bar for specific topics

Not exactly what you are looking for, since a Topic can have multiple utterances associated with it, and it won't tell you that a specific topic was mentioned 10 times in the same conversation.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-06-2025 19:22
From: Caitlyn Petrousek
Subject: Content Search - Dashboard

Hi there,

Is it possible to create a dashboard for content search? 

Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today. 

#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Caitlyn Petrousek
Other
------------------------------

Thank you so much!

I created a topic with about 30 different phrases including spam risk and potential spam for external participants and set it for Med-Low strictness. When I go back to the topic trends workspace view to see a graph and calls, nothing shows. I'm not sure what else I can do, my team has reported plenty of calls that says it spam, but nothing pulls. 

I wonder if it's because it's looking in the past, rather than interactions that happen after I created the topic. 

------------------------------
Caitlyn Petrousek
Other

Original Message:
Sent: 10-06-2025 19:40
From: George Ganahl
Subject: Content Search - Dashboard

Your closest is probably the Topic Trends workspace view. As long as you have topics created you can see how many interactions contain mentions of those topics, and you can search in the upper bar for specific topics

Not exactly what you are looking for, since a Topic can have multiple utterances associated with it, and it won't tell you that a specific topic was mentioned 10 times in the same conversation.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-06-2025 19:22
From: Caitlyn Petrousek
Subject: Content Search - Dashboard

Hi there,

Is it possible to create a dashboard for content search? 

Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today. 

#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Caitlyn Petrousek
Other
------------------------------

Changes to phrases and strictness are not reflected in calls before you made the change unless you go back and reprocess the interactions.  This will not do any new transcriptions, but those that are available will be reevaluated for Topics and other STA. 

Thank you so much!

I created a topic with about 30 different phrases including spam risk and potential spam for external participants and set it for Med-Low strictness. When I go back to the topic trends workspace view to see a graph and calls, nothing shows. I'm not sure what else I can do, my team has reported plenty of calls that says it spam, but nothing pulls. 

I wonder if it's because it's looking in the past, rather than interactions that happen after I created the topic. 

------------------------------
Caitlyn Petrousek
Other

Original Message:
Sent: 10-06-2025 19:40
From: George Ganahl
Subject: Content Search - Dashboard

Your closest is probably the Topic Trends workspace view. As long as you have topics created you can see how many interactions contain mentions of those topics, and you can search in the upper bar for specific topics

Not exactly what you are looking for, since a Topic can have multiple utterances associated with it, and it won't tell you that a specific topic was mentioned 10 times in the same conversation.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-06-2025 19:22
From: Caitlyn Petrousek
Subject: Content Search - Dashboard

Hi there,

Is it possible to create a dashboard for content search? 

Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today. 

#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Caitlyn Petrousek
Other
------------------------------

Thank you Robert! It worked :)

Last question - Is there anyway to click into the interaction to see what happened with that call to ensure it's picking up what we need it to?

Changes to phrases and strictness are not reflected in calls before you made the change unless you go back and reprocess the interactions.  This will not do any new transcriptions, but those that are available will be reevaluated for Topics and other STA. 

Thank you so much!

I created a topic with about 30 different phrases including spam risk and potential spam for external participants and set it for Med-Low strictness. When I go back to the topic trends workspace view to see a graph and calls, nothing shows. I'm not sure what else I can do, my team has reported plenty of calls that says it spam, but nothing pulls. 

I wonder if it's because it's looking in the past, rather than interactions that happen after I created the topic. 

------------------------------
Caitlyn Petrousek
Other

Original Message:
Sent: 10-06-2025 19:40
From: George Ganahl
Subject: Content Search - Dashboard

Your closest is probably the Topic Trends workspace view. As long as you have topics created you can see how many interactions contain mentions of those topics, and you can search in the upper bar for specific topics

Not exactly what you are looking for, since a Topic can have multiple utterances associated with it, and it won't tell you that a specific topic was mentioned 10 times in the same conversation.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-06-2025 19:22
From: Caitlyn Petrousek
Subject: Content Search - Dashboard

Hi there,

Is it possible to create a dashboard for content search? 

Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today. 

#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Caitlyn Petrousek
Other
------------------------------

Your closest is probably the Topic Trends workspace view. As long as you have topics created you can see how many interactions contain mentions of those topics, and you can search in the upper bar for specific topics

Not exactly what you are looking for, since a Topic can have multiple utterances associated with it, and it won't tell you that a specific topic was mentioned 10 times in the same conversation.

Hi there,

Is it possible to create a dashboard for content search? 

Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today.