Topic miner analyzes voice and digital transcripts to discover topics and phrases of interest within a conversation. You can then use those topics and phrases to create topics. You can add mined topics into Genesys Cloud > Quality Admin > Topics for topic configuration. 

Use the topic miner to help identify potential topics and phrases in conversations between customers and agents. Topic miner searches a historical set of voice and digital conversation transcripts between agents and customers for a specified date range. Next, it extracts the top set of topics and phrases and the analytics that surround those topics and phrases. Finally, it returns a list of topics and phrases that the system associates with a topic. Topic mining is particularly useful to workforce engagement management users. For more information, see Work with a topic and About programs, topics, and phrases.

Access the topic miner

To access the topic miner from the Admin menu, follow these steps.

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Topic Miner.
2. Determine the miner that you want to use:
   • To add a new miner, follow these steps:
     1. Click Create a new Miner.
     2. Configure the topic miner according to your organization’s specifications.
   • To use and manage an existing miner, click the link for the miner name that you want to open.
   • To use and restart an existing miner, follow these steps:
     1. Click a miner with a Failure or an Error status. The Edit Miner page opens.
     2. Review the system messages and make your updates.
3. Click Confirm.