Hello Wendi,
I'm not aware of any way to do this, other than to set the Participants list to mine topics from only external customers. If you would like to see this added as a feature in Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab.
To Access the Product Ideas Lab and add your idea:
- Sign in to the Genesys Knowledge Network.
- On the Product Ideas Lab section, click Browse and Submit Ideas.
- From the Product Ideas Lab, click Add a Product Idea.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 05-20-2025 15:53
From: Wendi Witzel
Subject: How to ignore hold messaging with Topic Miner and Interaction Categories
Hello,
I am working on QA automation with Genesys Cloud and my company uses "hold messaging" in the queue while the customer is waiting to speak with a representative and when the customer is placed on hold. This is wrecking havoc with topic miner and interaction categories. We want to keep it to where it will record the entire interaction from IVR to the end of the call so we can listen to any errors or issues within the IVR. Only recording the interaction with just the customer and agent is not an option. Is there a way to set up topic miner and interaction categories to ignore the hold messaging?
#QualityManagement
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Wendi Witzel
Supervisoe
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