Genesys Cloud - Main

Good day, we have run into an issue with topic miner on messages.  We use open messaging for our chat service and when we run a topic miner session on one of our messaging queues we are getting no topics detected.  The month in question we had about  55351  transcribed calls. 

We know there is a 30 000 limit on the feature but normally I get an error as below that indicates there is a limit but it still continues to do an analysis on the 30 000 interactions and disregards the  rest

When we run it for messaging for one queue whether it be 1 day or 1 month, we get the following error.

We have created a ticket for this but thought maybe some of the community members have found a solution with regards to this.  

• Genesys support suggested that we enable voice transcription on chat to fix it, but this did not fix the issue.
• The next feedback that we received was that a limit error is being hit of 30 000 interactions. This is hard coded and cannot be modified.  It was recommended that we shorten our interval.  This does not make sense as we normally get a 30 000 interaction warning with an analysis that we can still use. We tried one day intervals as well as one week intervals where the interaction count was below 30 000 and it still gave us the error.  
• The support team's final suggestion was that we create an idea on the idea portal based on what we need, but that is not a quick fix. 
• As far as I have seen on the community and knowledge centre, topic miner is available on messaging, but we cannot get it to work.  Have any of the community members encountered this and managed to fix it?

Your help will be greatly appreciated

Hi Melinda,

I am not aware of any issue that would cause the system to not find topics, so the Genesys Product Support ticket is probably your best bet.  But maybe others in the community can give more insight.

Good day, we have run into an issue with topic miner on messages.  We use open messaging for our chat service and when we run a topic miner session on one of our messaging queues we are getting no topics detected.  The month in question we had about  55351  transcribed calls. 

We know there is a 30 000 limit on the feature but normally I get an error as below that indicates there is a limit but it still continues to do an analysis on the 30 000 interactions and disregards the  rest

When we run it for messaging for one queue whether it be 1 day or 1 month, we get the following error.

We have created a ticket for this but thought maybe some of the community members have found a solution with regards to this.  

• Genesys support suggested that we enable voice transcription on chat to fix it, but this did not fix the issue.
• The next feedback that we received was that a limit error is being hit of 30 000 interactions. This is hard coded and cannot be modified.  It was recommended that we shorten our interval.  This does not make sense as we normally get a 30 000 interaction warning with an analysis that we can still use. We tried one day intervals as well as one week intervals where the interaction count was below 30 000 and it still gave us the error.  
• The support team's final suggestion was that we create an idea on the idea portal based on what we need, but that is not a quick fix. 
• As far as I have seen on the community and knowledge centre, topic miner is available on messaging, but we cannot get it to work.  Have any of the community members encountered this and managed to fix it?

Your help will be greatly appreciated