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Use built-in and customizable ignore lists to avoid repeated or irrelevant suggestions from the topic miner. When you use the topic miner in Workforce Engagement Management (WEM), you can exclude topics and phrases that you already acted on—or just don’t need—using ignore lists. These built-in and customizable lists help you surface fresh, relevant content by hiding already used or unwanted suggestions.
Topic miner checks for matches between its mined data and existing speech and text analytics (STA) topics. When matches occur, the miner considers those existing phrases and topics as an “ignore list.” Therefore, the topic miner does not suggest those phrases that exist in your data.
You can manage the ignore lists for topics or phrases:
By default, Genesys Cloud ignores existing phrases and topics. You can toggle this setting when setting up or editing a miner:
When reviewing miner results, you can manually ignore phrases that you do not want to receive as suggestions again.
The ignore list supports up to 1,500 phrases per dialect per media type.
If an entire topic theme is not relevant, you can add the theme to an ignore list.
Genesys Cloud automatically adds all related phrases to the phrase ignore list. You can manage ignored topics for the agent, the customer, or both sides of the conversation.
You can further manage your ignore list by adding phrases manually and you can also restore themes or phrases previously marked as ignored.
You can manually add phrases to the ignored list. The topic miner ignores them in the future.
If items become useful again, you can remove them from the ignore lists.
These restored items will appear in future miner results but do not affect past analyses.
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