Out-of-the-box topics

AI-generated summary

Genesys Cloud's speech and text analytics platform offers pre-configured out-of-the-box (OOTB) topics derived from extensive organizational experience. The solution features predefined Programs, topics, and phrases across multiple categories including Agent Behavior, Contact Reason, and Customer Experience. Built-in dialect support ensures accurate analysis across different language variations, while system limitations maintain single-user topic generation for consistency. Organizations can implement topics through three options: adding new topics, merging existing topics and phrases, or replacing and merging content. The platform addresses key areas such as Agent Knowledge Gap, Build Rapport, Customer Mention, Payment Issues, and Sentiment Reasons. While OOTB topics provide a foundation, customization with organization-specific terminology is recommended for optimal performance. Topic management is handled through the Conversation Intelligence interface, with comprehensive editing capabilities and special provisions for large-scale implementations exceeding 500 topics.

The speech and text analytics solution includes a set of out-of-the-box topics that can be used as a starting point. That is, a set of Programs, topics and phrases are created as part of the out-of-the-box creation process. These topics are based on the experience of a variety of organizations with similar use cases.

Out-of-the-box topics are a good way to start the topic creation process, but since they are a product of similar organizations and not specifically your organization, it is highly recommended that you modify these topics to your own specific language and terminology when working with customers or referring to products and services.

Notes:

Creating organization specific topics is a crucial step towards good speech and text analytics results, regardless of the solution used.
Only one user can generate out-of-the-box topics at a given time. If you try to generate out-of-the-box topics when another set of out-of-the-box topics is being generated, the following message appears: “The out-of-the-box topics action is currently running. Wait a few minutes until the action is complete, and then try to generate it again.”
When using Replace and Merge as part of the out-of-the-box (OOTB) topics process, the topics table and the text “The following topics will be deleted” will not be displayed if there are more than 500 topics.

Out-of-the-box topic listClick to expand

The following is a list of the out-of-the-box topics. These topics are just like any other topics and they can be deleted, edited and changed as needed. These topics are available in all supported transcription dialects. For more information, see Work with a topic.

Agent Behavior

Agent Knowledge Gap
Build Rapport
Check for Resolution
Closing an Interaction
Communication Issue
Contact Capture
Create Urgency
Express Empathy
Follow Up Later
Greeting
Identification
Looking Up Information
Policy/System Limitations
Promote Customer Survey
Recapping
Retention Effort
Transfer Interaction
Upsell
Walk Through Website

Contact Reason

Balance Inquiry
Billing Issue
Cancel Mention
Change of Address
Checking Status
Competitor Mention
Credits or Refunds
Customer Mention
Fraud
Login Issue
Make Payment
Past Due Payment
Payment Issue
Payment Plan
Price Dissatisfaction
Product Inquiry
Website Issue

Customer Experience

Attorney or Lawyer Mention
Complaint
Contacted Previously
Escalate to Supervisor
Expressing Confusion
IVR Confusion
Never Heard Back
On Hold
Profanity

Sentiment Reason

Aggressive Marketing
Cancellation Process Dissatisfaction
Conflicting Answers
Dissatisfaction with Agent
Ongoing Issue
Product Dissatisfaction
Promotion Issues
Shipping Dissatisfaction
Unavailable Product
Unexpected Charges
Waste of Time

Add out-of-the-box topicsClick to expand

Click Menu > Conversation Intelligence > Speech and Text Analytics > Speech and Text Configuration.
Select the Actions tab.
From the Select dialect… list, select the dialect that best represents your interactions.
From the Add new topics only list, select one of the following options:
- Add new topics only – enables you to add one or more topics to the topic list.
- Merge topics and phrases – enables you to merge new topics with existing topics that have the same name and selected dialect. This may reinstate Topics you previously deleted.
- Replace and Merge – replaces unmodified topics to get the latest version, merges updated topics with the latest phrase updates and deleted deprecated topics and phrases.
Click Generate, to generate the new out-of-the-box topics.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Out-of-the-box topics

[NEXT] Was this article helpful?