To access programs, click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. The Programs page displays a list of available programs.

The Programs list includes the following information and options:

• Create Program – Add a new program. For more information, see Create a program.
• Publish – Publish one or more programs. For more information, see Publish a program.
• Unpublished programs (#) – Displays the number of programs that are not yet published.
• Name – The unique name of the program.
• Description – A free-text description of the program.
• Tags – The tags associated with the program.
• Assigned Queues – The number of queues associated with the program. For more information, see Create and configure queues.
• Assigned Flows – The number of flows associated with the program. For more information, see Manage flows.
• Delete Program – Delete a program. Click the X next to the program that you want to delete, and then click Yes to confirm.
• All Tags (#) – Select one or more tags to filter the list to programs associated with the selected tags.
• Select Queue(s) – Filter the list to programs associated with one or more selected queues.
• Select Flow(s) – Filter the list to programs associated with one or more selected flows.
• Search – Search for a specific program by name.

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. The Programs page displays a list of available programs.
2. From the Name column, click the program that you want to view. The program details page appears.
3. Review or update the following program details:
   • Program Name – A unique name that clearly correlates to the associated business issue.
   • Description – A free-text description of the program.
   • Tags – Tags help classify and group programs and topics. Click the tag field to open the tag list and view selected tags.
   • Queues – The queues currently assigned to the program. For more information, see Create and configure queues.
   • Flows – The flows currently assigned to the program. For more information, see Manage flows.
   • Transcription Engines – Select the dialect and transcription engine used to transcribe interactions. To add an additional transcription engine, click Add Engine.
   • AI Insights – When enabled, interactions that match this program are automatically summarized and enriched with AI-generated insights.
4. Click the Selected topics (#) tab. For more information, see Work with a topic.
   • To view only topics associated with the program, select Show selected only.
   • To find a specific topic, use the Search field.
   • To filter the selected topics list, use the following options:
     • All Tags (#) – Filter topics by one or more selected tags.
     • All Dialects (#) – Filter topics by one or more selected dialects.
5. Click the Agent Scoring tab.
   • To create a new agent scoring rule, click New Rule.
   • To review or edit an existing rule, click the rule that you want to update.
6. Click Close to return to the Programs list.

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
2. Click Create Program at the top of the program list.
3. 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.
4. Configure sentiment and empathy settings.
   Customer sentiment analysis determines whether customer sentiment scores are generated for interactions associated with the program. Agent empathy analysis determines whether agent empathy scores are generated for interactions associated with the program. By default, both settings are enabled for new and existing programs.
   
   Note: If customer sentiment analysis or agent empathy analysis is disabled at the organization level, the corresponding program setting becomes unavailable and analysis is not performed for any program.
   
   
   • Customer sentiment analysis – Enables or disables customer sentiment analysis for interactions processed by this Program.
   • Agent empathy analysis – Enables or disables agent empathy analysis for interactions processed by this Program.
5. Click the Selected topics (#) tab to add one or more topics to the new program.
6. Click the checkbox next to the topics that you want to add to the program. For more information, see Work with a topic. 
7. Click Save Draft. A Program successfully saved as a draft message appears. 
8. Click Close.

How organization and program settings interact

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
2. From the Name column, click the name of the program you want to change. The selected program details are displayed.
3. 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.
4. Configure sentiment and empathy settings.
   Customer sentiment analysis determines whether customer sentiment scores are generated for interactions associated with the program. Agent empathy analysis determines whether agent empathy scores are generated for interactions associated with the program. By default, both settings are enabled for new and existing programs.
   
   Note: If customer sentiment analysis or agent empathy analysis is disabled at the organization level, the corresponding program setting becomes unavailable and analysis is not performed for any program.
5. • Customer sentiment analysis – Enables or disables customer sentiment analysis for interactions processed by this Program.
   • Agent empathy analysis – Enables or disables agent empathy analysis for interactions processed by this Program.
6. 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.
7. Click Save Draft. A Program successfully updated as draft message appears. 
8. Click Close.

How program and organization settings interact

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
2. From the Name column, click the name of the program that you want to copy. The selected program details appear.
3. Click Copy. The following message appears: “You successfully copied the <program name>. The copied program will only be created after you click Save Draft.“
   
4. Make your changes to the copied program and click Save Draft. A Program successfully saved as a draft message appears. 
5. Click Close.

When you delete a program, the deletion publishes automatically.

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
2. From the Name column, click the name of the program that you want to delete. The selected program details appear.
3. Click Delete Program. A message appears asking you to confirm the deletion.
4. Click Yes. A Program successfully deleted message appears.

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. 

Publish a program from the program page

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
2. From the Name column, click the name of the program that you want to publish. The selected program details appear. 
3. 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.
4. Click Close.

Publish a program from the programs list

1. Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
2. Click Publish. 
3. In the Publish Programs view, select the programs that you want to publish. You can select up to 10 programs to publish.
4. Click Publish Programs. The following messages appear.
   • Program successfully published.
   • The publish request for {count} programs made at {timeStamp}, was completed successfully.

Programs support the automated generation of AI-driven, auto-complete evaluations for agent interactions.

Set up agent scoring

1. Open the program that you want to configure.
2. Click the Agent Scoring tab.
3. Click Add Rule.
4. Configure the scoring rule:

   • Specify interaction volume:

     • All interactions – Generates an evaluation for every interaction that matches the program.

     • Percentage of interactions – Generates evaluations for a specified percentage of matched interactions. Valid values range 1–100%.

   • Specify Agents to Score options:

     • Each Matched Agent: Generates a separate evaluation for every matched agent involved in the interaction.

     • First Matched Agent: Generates an evaluation only for the first matched agent in the interaction.

     • Last Matched Agent: Generates an evaluation only for the last matched agent in the interaction.

   • Agent auto-complete evaluation form – Select a published agent auto-evaluation form.

5. Save the rule.
6. Enable the rule and publish the program.