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  • 1.  Topic trends no topic detected

    Posted 08-12-2024 18:52
    No replies, thread closed.

    I noticed that before I filter for any topics on topic trends, there are conversations that have no topics detected. Is there a way to view those conversations? 


    #Reporting/Analytics

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    James Rice
    Washington Dental Service
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  • 2.  RE: Topic trends no topic detected

    Posted 08-13-2024 16:59
    No replies, thread closed.

    Hello James,

    Welcome to the Community! I found this answer from an older thread. Let me know if that helps answer your question!

    On the Performance Workspace screen, load the interactions for the date range you are looking for, then select the context tab and in the upper right select the filter (funnel) and scroll down to Detected Topic you can select "exclude" and then select the topic(s) to exclude. That will filter the list down for you.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: Topic trends no topic detected
    Best Answer

    Posted 08-14-2024 12:18
    No replies, thread closed.

    Hi James,

    Looks like this still hasn't been fixed, I opened up a CARE ticket on this with Genesysis earlier this year, and they said that 

    "The current behavior is expected but the documentation and the verbiage for the column name is not clear. Thus, development team will be handling this in a a new feature release as an improvement request.

    The current behavior is:
    • If no selected columns then it shows No Topics Detected count
    • If there is/are selected column(s) then it shows count of any other topics detected (not the topics in the columns)
    The new behavior will include a new column:
    • No Topics Detected always show the No Topics Detected count
    • A new column "Other Topics Detected" counts any other topics detected
    •  If no selected topics, then N/A"

    So I believe what is happening when you are doing a search is that instead of there being "NO TOPICS DETECTED", it should be saying "THE TOPIC SEARCHED WAS NOT DETECTED" in 43% of interactions (using the data in your example above). In reality i think when Genesys fixes this, we will see that all calls that are answered by Agents will have some topic related to them.



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    Conor Twomey
    American Family Mutual Insurance Company, S.I.
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    Original Message


  • 4.  RE: Topic trends no topic detected

    Posted 08-15-2024 11:43
    No replies, thread closed.

    Thank you, Conner, for sharing that behavior. I believe that is what I was looking for.



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    James Rice
    Washington Dental Service
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    Original Message


  • 5.  RE: Topic trends no topic detected

    Posted 08-20-2024 11:34
    No replies, thread closed.

    Hi Conor,

    This work is underway and expected to be released at the end of September. We will have the existing column "No topics detected" and we will add another column "Other topics detected".

    On James original question:

    There are no easy ways to view conversations with no topics detected. You could use Content Search View and exclude all the topics in your org using the topic filter, but that may not be feasible if you have too many topics.

    If it's important to view conversations with no topics detected, I suggest creating an Idea for the product team to consider.



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    Anik Dey
    Genesys - Employees
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    Original Message


  • 6.  RE: Topic trends no topic detected

    Posted 11-15-2024 14:58
    No replies, thread closed.

    Hi Team,

    We are facing the same issue of Topic Trends only shows interactions as "No Topics Detected"


    We have a topic called Security with phrases and tied to program called General(has assigned queues)

    A few months ago when we checked this - it did have interactions but now all are categorized as No topics detected.
    Any input is appreciated. 
    Thanks,

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    Abhijeet Patil
    Manitoba Hydro
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    ABHIJEET PATIL
    Customer Service Supervisor
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    Original Message


  • 7.  RE: Topic trends no topic detected

    Posted 02-28-2025 06:56
    No replies, thread closed.

    Hi Anik, 

    Was this feature released? My Topic Trends screen is still only displaying the 'No Topics Detected' column. 

    Thanks 

    Matt  



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    Matt Duke
    tbc
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    Original Message


  • 8.  RE: Topic trends no topic detected

    Posted 02-28-2025 09:14
    No replies, thread closed.

    This is scheduled for mid March, 2 weeks from now.



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    Anik Dey
    Genesys - Employees
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    Original Message


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