To create a program and configure it as a default program, you must have administrator privileges. 

The default program highlights and transcribes the topics and phrases associated with all of the interactions that are not serviced by another active program.

To create a program, click Admin > QM > Programs and click Create Program. To create a program, click Menu > Conversation Intelligence > Speech and Text Analytics. Click Programs. For more information, see Work with a program.

To configure the specific program as the default program, click Admin > Quality, and click Speech and text analytics settings. To configure the specific program as the default program, click Menu > Conversation Intelligence > Speech and Text Analytics. Click Programs. Select the specific program from the Default program list. For more information, see Speech and text analytics settings.