Work with a program

PrerequisitesClick to expand

Programs are a package of topics that instruct the speech and text analytics feature about which business level intents to look for in recorded conversations between interaction participants. Programs are mapped to specific queues or flows and can contain topics of varying languages or dialects, which is helpful when different parts of the contact center have different business interest intents.

First define topics before you add them to a program. However, you can change topic contents after you add it to the program. The topic contents that you define when you apply the program are the contents in which speech and text analytics searches. For more information, see Work with a topic.

Notes:

Programs include one preconfigured program that includes a set of preconfigured topics. The preconfigured program is automatically set by the default program, but you can change it at any time. To change the default program, see Set a default program below.
Genesys Cloud EX does not support flows; you can only assign programs to queues. All flow types appear in the program editor, selecting them has no effect.
Program creation limits:
- Standard limits: 500 topics per dialect.
- The limit for specific dialects that you can select in the program editor page is 15.
- You cannot publish a program that contains more than 500 unpublished topics.
- When you edit a program with over 500 topics, a spinner and message indicate the ongoing process.
- When you delete a program with over 500 topics, a spinner indicates the ongoing process.
- The limit for specific dialects that you can select for filtering in the program editor page is 15.
When you exceed 500 topics, the following features are unavailable:
- Filter by Tag (applicable to both topics grid page and program editor page).
- Show selected only option in the program editor page.
- Select all option, which enables you to select topics in the program editor page.

View and understand the program listClick to expand

Click Admin > Quality.
Click Programs. A list of available programs appears.

Click the image to enlarge.

The following information and options appear in the Programs list:

- Create Program – Create a new program. For more information, see Create a program below.
- Publish – Publish one or more programs. For more information, see Publish a program below.
- # Unpublished programs – View the number of programs that are not published.
- Name – A unique program name.
- Description – A free text description of the program.
- Tags – The tags associated with the specific program.
- Assigned Queues – The number of queues associated with the specific program. For more information, see Create and configure queues.
- Assigned Flows – The number of flows associated with the specific program. For more information, see Manage flows.
- Delete Program – Delete the specific program. Click the x associated with the program that you want to delete. Click Yes to confirm.
- All Tags (#) – Select one or more tags to filter the programs list to show the programs associated with the selected tags.
- Select Queue(s) – Select one or more queues by which to filter the programs list so that only the programs associated with the selected queues appear.
- Select Flow(s) – Select one or more flows by which to filter the programs list so that only the programs associated with the selected flows appear.
- Search – Find a specific program.

View a programClick to expand

Click Admin > Quality.
Click Programs. A list of all available programs appears.
From the Name column, click the name of the program that you want to view. The selected program details appear.

Click the image to enlarge.
Review the program details:
- Program Name – Enter a unique name that is easy to correlate to the business issue.
- Description – Enter a free text description of the program.
- Tags – A tag enables you to classify and group programs and topics. To open the tag list and view the selected tags, click the tag field.
- Queues – Queues that are currently mapped to the program. For more information, see Create and configure queues.
- Flows – Flows that are currently mapped to the program. For more information, see Manage flows.
- Transcription Engines – Select the dialect and transcription engine that you want to transcribe the interactions. To add an additional transcription engine, click Add Engine.
Click the Selected topics (#) tab t. For more information, see Work with a topic.
- - To see a list of the topics associated with the specific program, select Show selected only.
  - To find a specific topic, use the Search field.
  - To filter the Selected topics list, use the following filter options:
    - All Tag (#) – Select one or more tags to filter the programs list to show the programs associated with the selected tags.
    - All Dialects (#) – Select one or more dialects to filter the topics list to show the topics associated with the selected dialects.
Click Close to return to the programs list.

Create a programClick to expand

Notes:

Fields marked with a red asterisk (*) are mandatory. You cannot create a program if you do not fill in the fields marked with a red asterisk.
The maximum number of tags per program and per topic is 20.
The maximum number of programs per organization is 100.
A program is limited to 500 queues and to 500 flows.
The maximum number of queues and flows for the entire system is 20,000.

Click Admin > Quality.
Click Programs. A list of available programs appears.
Click the Create Program button at the top of the program list.
Configure the following program details:
- Program Name – Enter a unique name that is easy to correlate to the business issue. The program name is case sensitive and is limited to 100 characters.
- Description – Enter a free text description of the program. The program description is limited to 10,240 characters.
- Tags – A tag enables you to classify and group programs and topics. Select one or more existing tags or create one or more new tags. Add the tag name. Existing tags appear in the tag list. If you create a new tag, the word appears with (New Tag) next to it. The tag name is case sensitive and is limited to 100 characters. To add a new tag, press Enter.
- Queues – Select one or more queues that you want to map to the program. For more information, see Create and configure queues.
- Flows – Select one or more flows that you want to map to the program. For more information, see Manage flows.
- Transcription Engines – Select the dialect and transcription engine that you want to use to transcribe the interactions. Click Add Engine to add an additional transcript engine.
Click the Selected topics (#) tab to add one or more topics to the new program.
Click the checkbox next to the topics that you want to add to the program. For more information, see Work with a topic.
Click Save Draft. A Program successfully saved as a draft message appears.
Click Close.

Note: To implement new programs or program changes, you must publish the specific program. After you publish the new or updated programs, all new interactions in the database process according to the configuration.

Edit a programClick to expand

Note: Fields marked with a red asterisk (*) are mandatory. You cannot create a program if you do not fill in the fields marked with a red asterisk.

Click Admin > Quality.
Click Programs. A list of all available programs is displayed.
From the Name column, click the name of the program you want to change. The selected program details are displayed.
Change one or more of the program details:
- Program Name – A unique name that is easy to correlate to the business issue. The program name is case sensitive and is limited to 100 characters.
- Description – A free text description of the program. The program description is limited to 10,240 characters.
- Tags – A tag enables you to classify and group programs and topics. Select one or more existing tags and create one or more new tags. Add the tag name. Existing tags appear in the tag list. If you create a new tag, the word appears with (New Tag) next to it. The tag name is case sensitive and is limited to 100 characters.
- Queues – Queues that currently map to the program. You can add or remove queues for the program from this list. For more information, see Create and configure queues.
- Flows –Flows currently mapped to the program. Flows can be added or removed from the program from this list. For more information, see Manage flows.
- Transcription Engines – Select the dialect and transcription engine that you want to use to transcribe the interactions. Click Add Engine to add an additional transcript engine.
Click the Selected topics (#) tab and view or change the topics associated with the selected program. For more information, see Work with a topic.
- Select Show selected only to see a list of the topics associated with the specific program.
- Use the Search field to find a specific topic.
- Filter the Selected topics list using the following filter options:
  - All Tags (#) – Select one or more tags to filter the topics list to show the topics associated with the selected tags.
  - All Dialects (#) – Select one or more dialects to filter the topics list to show the topics associated with the selected dialects.
Click Save Draft. A Program successfully updated as draft message appears.
Click Close.

Note:To implement new programs or program changes, you must publish the specific program. After you publish the new or updated programs, new interactions in the database process according to the configuration.

Copy a programClick to expand

Click Admin > Quality.
Click Programs. A list of available programs is displayed.
From the Name column, click the name of the program that you want to copy. The selected program details appear.
Click Copy. The following message appears: “You successfully copied the <program name>. The copied program will only be created after you click Save Draft.“
Make your changes to the copied program and click Save Draft. A Program successfully saved as a draft message appears.
Click Close.

Delete a programClick to expand

Publish a programClick to expand

To implement new programs or program changes, you must publish the specific program. After you publish the new or updated programs, then new interactions in the database process according to the configuration.

Notes:

You can publish up to 10 programs at a time. You can publish a program from the Programs list and from the specific program page.
When you publish a program that includes topics with unpublished changes at the topic level, a force publish occurs on the unpublished topics.

Publish a program from the program page

Click Admin > Quality.
Click Programs. A list of all available programs appears.
From the Name column, click the name of the program that you want to publish. The selected program details appear.
Click Publish. The following three messages (the third message is an example) appear.
- Program successfully updated as a draft.
- Program successfully published.
- The publish request for {count} programs made at {timeStamp}, was completed successfully.
Click Close.

Publish a program from the programs list

Click Admin > Quality.
Click Programs. A list of all available programs is displayed.
Click Publish.
In the Publish Programs window, select the programs that you want to publish. You can select up to 10 programs to publish.
Click Publish Programs. The following messages appear.
- Program successfully published.
- The publish request for {count} programs made at {timeStamp}, was completed successfully.

Set a default programClick to expand

[NEXT] Was this article helpful?

Get user feedback about articles.