Genesys Cloud - Main

In the most recent update that we have received we now have access to the view "Agent Topics", under Speech and Text Analytics. When we visit "Agent Topics" view, we see a column titled "No Topics Detected", how do we access the interactions with "No Topics Detected", so that we can view the transcripts to see what additional topics or phrases we need create or add.

#Reporting/Analytics

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Conor Twomey
American Family Insurance
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Two options - go through each of the calls in the Interactions View or use Intent Miner to see what topics are being spoken and add them to your existing topics or create new topics.  You need to make sure transcription is turned on for each queue and that you have a program (with topics assigned) that is assigned to the queues or flows.  Let me know if you need details.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 04-20-2023 16:34
From: Conor Twomey
Subject: Speech Analytics - No Topics Detected

In the most recent update that we have received we now have access to the view "Agent Topics", under Speech and Text Analytics. When we visit "Agent Topics" view, we see a column titled "No Topics Detected", how do we access the interactions with "No Topics Detected", so that we can view the transcripts to see what additional topics or phrases we need create or add.

#Reporting/Analytics

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Conor Twomey
American Family Insurance
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Hi Conor,

You can add a Topics column to Content Search and look for interactions that have no topics assigned.

Also, as Robert mentioned you can use Topic Miner to scan through interactions to discover new topics or add phrases to existing topics - https://help.mypurecloud.com/articles/about-the-topic-miner/

Looping in @Andrew Boland for additional comments on this.

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Anik Dey
Genesys - Employees
Staff Product Manager
anik.dey@genesys.com
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Original Message:
Sent: 04-20-2023 16:34
From: Conor Twomey
Subject: Speech Analytics - No Topics Detected

In the most recent update that we have received we now have access to the view "Agent Topics", under Speech and Text Analytics. When we visit "Agent Topics" view, we see a column titled "No Topics Detected", how do we access the interactions with "No Topics Detected", so that we can view the transcripts to see what additional topics or phrases we need create or add.

#Reporting/Analytics

------------------------------
Conor Twomey
American Family Insurance
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