Topic miner overview

AI-generated summary

Genesys Cloud topic miner is an analytical tool designed to process voice and digital transcripts from call, chat, email, and message interactions to identify topics and phrases for workforce engagement management purposes. The system analyzes up to 30,000 interactions from a maximum of 50 selected queues, generating up to 200 topics and phrases per session. Topics represent collections of phrases indicating business-level intent and enhance recognition of organization-specific language in transcription and interactions. Access requires appropriate licensing (Genesys Cloud CX 1-4 with WEM Add-on) and specific permissions across Speech & Text Analytics, Language Understanding, and Routing modules. Users must have a minimum of 50 conversations available to initiate a mining session, with capability to save up to 100 miner sessions per organization. The interface displays session status through icons indicating errors during conversation fetching, topic mining, utterance masking, or analytics computation, and warnings when interaction counts fall below 100 or exceed 30,000. Topic miner supports comprehensive filtering options including participants (internal, external, or both for topics only), media types (chat, call, email, or message), and language selection. Data sources can be configured from file uploads or Genesys Cloud with adjustable date ranges. Mined topics integrate into Genesys Cloud Quality Admin for topic configuration and phrase management, supporting up to 1,500 phrases per dialect per media type on the Ignored Phrases list. Operational capabilities include opening, viewing, editing, and deleting miners, rerunning analyses, and duplicating existing miners. The Date Modified field tracks the most recent miner update or draft topic edits, providing version control and audit trail information. Users can perform additional operations through the More menu, and the interface provides sortable columns displaying miner name, participants, media type, language/dialect selection, date range, and modification date. Completed mining sessions display the miner name in bold, with single-language selection available per mining session.

PrerequisitesClick to expand

Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4, license
Speech & Text Analytics > Topic – Add, Delete, Edit, Publish, and View permissions
Language Understanding > Miner – Add, Delete, Execute, Upload, and View permissions
Language Understanding > Miner Intent – View permission
Routing > Queue – View permission

Topic miner analyzes voice and digital transcripts to discover topics and phrases of interest within a conversation. You can then use those topics and phrases to create topics in the topic miner. You can add mined topics into Genesys Cloud > Quality Admin > Topics for topic configuration. Topic mining is especially useful to workforce engagement management users. For more information, see Work with a topic, About programs, topics, and phrases, and Create topics from a completed miner.

What are topics?

Topics are collections of phrases that indicate a business-level intent. The Topics page provides lists and descriptions of topics, and the number of phrases related to a topic. For example, a topic called “Attorney or lawyer” with the description of “phrases about legal actions” and 25 related phrases.

For another example, to identify interactions in which the customer seeks to cancel a service, create a topic named Cancellation with some phrases, including “close out my account,” “I wish to cancel,” and so forth. In addition, topics help to boost the recognition of specific words and phrases in voice transcription and in the interaction overview, as they adapt the underlying language model to look for organization-specific language in conversations.

Notes:

You can mine call, chat, email, and message interactions.
You can select up to 50 queues.
You can add up to 1,500 phrases per dialect per media type to the Ignored Phrases list.
Topic miner mines a maximum of 30,000 interactions, based on your filter criteria.
Topic miner returns up to 200 topics and phrases during a mining session.
You can save up to 100 miner sessions in a single organization.
You must have a minimum of 50 conversations available for the mining session. If you cannot meet the minimum, consider expanding the date range to include more conversations.

Navigate the topic miner listClick to expand

This section describes the available columns on the topic miner home page. The up arrows and down arrows in each column enables you to sort the information.

Next to the miner names, the following status icons can appear:

Icon	Description	Appears when
	Error	There is an error during Fetching Conversations Mining Topics Masking Utterances Computing Analytics
	Warning	There are less than 100 or more than 30,000 interactions present.

Icon

Description

Appears when

Error

There is an error during

Fetching Conversations
Mining Topics
Masking Utterances
Computing Analytics

Warning

There are less than 100 or more than 30,000 interactions present.

To see an error or warning message, hover over the displayed icons. To see the current state of the mining session, hover over the progress spinner that appears while the mining session is in progress. When mining has been successfully completed, the miner name appears in bold.

Click the image to enlarge.

Column or object	Description
Miner Name	The name of the miner session. To open the miner and view or edit the topics, click the miner name.
Participants	For topics only, select either internal, external, or both participants.
Media	The type of mined conversations: chat, call, email, or message.
Language	Select the dialect in which to mine topics. This setting directs the topic miner to search for transcripts with the matching language. You can only select one language at a time.
Source	File upload or Genesys Cloud.
Date Range	The start and end range that includes the mined conversations.
Date Modified	The last date that a miner was updated or draft topics were edited.
More	A menu of other tasks that you can perform with the topic miner: Delete the miner. Rerun the miner. Duplicate the miner.

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Icon	Description	Appears when
	Error	There is an error during Fetching Conversations Mining Topics Masking Utterances Computing Analytics
	Warning	There are less than 100 or more than 30,000 interactions present.

Icon

Description

Appears when

Error

There is an error during

Fetching Conversations
Mining Topics
Masking Utterances
Computing Analytics

Warning

There are less than 100 or more than 30,000 interactions present.

Column or object

Description

Miner Name

The name of the miner session. To open the miner and view or edit the topics, click the miner name.

Participants

For topics only, select either internal, external, or both participants.

Media

The type of mined conversations: chat, call, email, or message.

Language

Select the dialect in which to mine topics. This setting directs the topic miner to search for transcripts with the matching language. You can only select one language at a time.

Source

File upload or Genesys Cloud.

Date Range

The start and end range that includes the mined conversations.

Date Modified

The last date that a miner was updated or draft topics were edited.

A menu of other tasks that you can perform with the topic miner:

Delete the miner.
Rerun the miner.
Duplicate the miner.

Topic miner overview

What are topics?

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Topic miner overview

What are topics?

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