Prerequisites

The following permissions:

  • Analytics > Speech and Text Analytics Aggregates > View 
  • Speech and Text Analytics > Topic > View 

    To search for topic trends in interactions with transcripts, click Performance > Workspace > Speech and Text Analytics > Topic Trends. 

    The Topic Trends summary view displays a list of topics from transcripts of conversations between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants, based on filter criteria. Interactions with no topics are summarized in the No Topics Detected row.

    Click the image to enlarge.

    For more information about a topic, click the row to view the Topic Trends Detail view. 

    Set a default time zone in the workspace

    You can set the default time zone in the analytics workspace before viewing any analytics view.

    To set the default time zone in the workspace, follow these steps:

    1. Click Performance > Workspace.
    2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

    To save the view with your filter and column settings, click Save .

    To export the data in the view, click Export .

    This view does not update as new interactions occur. To see new interactions, click Refresh .

    Note: For async interactions, it takes a period of inactivity of 72 hours for Speech and Text Analytics to class the conversation as ended and show the metrics for email and messages.

    In the Topic Trends Summary view, you can drill down to Content Search to view details about each topic in the list. To open the Content Search view associated with a specific topic, click the icon and select the icon. The content search view includes the same filters used in the Topic Trends Summary view.

    Note: The number of interactions in the Content Search view is greater than the number of interactions in the Topic Trends Summary view. This difference occurs because the number of interactions in the Topic Trends Summary view equals the number of completed interactions, and the number of topics in the Content Search view equals the number of interactions that were started during the selected date range. Also, the data shown in the Topic Trends Summary view is based on the number of interactions, and the data shown in the Content Search view is based on the number of transcripts.

    Customize the view

    To show only certain data, customize the Topic Trends Summary view. For example, you can choose to show only certain columns or filter to see certain topics. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

    1. In the top left corner of the topic list, click Filter .
    2. In the field provided, type the topic name or the dialect for which you want to filter the topic list.

    Note: The custom date range option in this view has a maximum length of one year.

    To customize analytics views, use the date filter.

    To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month. 

    To use a preset to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. In the Presets list, select a preset date option.

    Date presets

    Presets Description
    Today Shows data for the time period that includes the current interval.
    Yesterday Shows data for the previous day.
    This week Shows data for a Sunday through Saturday time period.
    Last week Shows data for the previous week and Sunday through Saturday.
    Previous 7 days Shows data for the previous seven days.
    This month Shows data for the current month with no extra days.
    This month by week If the month does not start on Sunday or end on Saturday, shows data for the current calendar month starting on Sunday and ending on Saturday including extra days.
    Last month Shows data for the previous calendar month with no extra days.
    Previous 30 days Shows data for the previous 30 days.
    Day Shows data for a single 24-hour day.
    Week Shows data for a Sunday through Saturday time period.
    Month Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.
    Month by Week If the month does not start on Sunday or end on Saturday, shows data for a calendar month starting on Sunday and ending on Saturday including extra days.

    To use a custom date range to filter metrics, complete the following steps:

    1. To display the date filter, click the date.
    2. Select a start date and an end date on the calendar, and click the filter arrow .

    To view data for a different time period using the same date presets, click the arrows on either side of the date display.

    For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

    To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

    1. To filter by media type, click the Filter icon Filter button.
    2. Select the media type. 
      Filter by media type options

    The selected media type icon is displayed above the column headers. 

    Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

    To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view. 

    To rearrange topic columns, click a column header and drag it.

    To reset a view to default column settings, click Reset view to defaults .

    You can select up to 20 topic columns.

    For more information about the metrics shown in the columns, see the Available Columns section in this article.

    For more information about the metrics shown in the columns, see Available Columns below.

    To filter by interaction details, click Filters , and then search or scroll to select the filter you want to use.

    Content Search filters

    Filter Description
    Detected Topic

    Detected topic

    You can filter the data in the Topic Trends to view only interactions that contain certain topics, which allows you to perform a layering analysis of the interactions. By default, the Includes (Any) option is enabled. You can select single or multiple topics at the same level or different levels using OR/AND functions.

    When you add multiple topics at the same level, an OR is used between the topics. For example, if you add Topic A and Topic B to the first level under Includes (Any), the filtered data shows interactions where Topic A OR Topic B is detected.

    When you add topics at different levels, an AND is used between the topics. For example, if you add Topic A to the first level using Includes (Any) and add Topic B to the second level using + AND with topics, the filtered data shows interactions where Topic A AND Topic B are detected.
    Message Type The ACD message type used. Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 
    User

    Displays information associated with the selected users.

    Filter for multiple users at one time by entering other users and searching again.

    To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
    From The number from which the interaction was sent.
    To The number the interaction was sent to.
    ANI The number of the person who dialed.
    DNIS The original number dialed for the interaction.
    Division The divisions associated with the interaction. See About access control.
    Direction Whether the interaction was inbound, outbound, or inbound/outbound.
    Queue The associated queues.
    Flows The name of the flow that the interaction used.
    Flow Version The version of the flow that the interaction used.

    Available columns

    Your customizations determine which columns the view shows.

    Column  Description
    Name The name of the topics.
    Legend The colors used in the chart.  
    Interactions The number of communications for the topic.  
    Interactions % The percentage of communications for this topic out of all communications across all topics.
    Dialect The language associated with the interaction.
    Participant The type of participant, whether Internal, External, or All. 
    Sentiment Shows the spread of sentiment for the topics shown.
    Positive Interactions The number of interactions during which the average sentiment is >= +20.
    Neutral Interactions The number of interactions during which the average sentiment is >= -20 and < +20.
    Negative Interactions The number of interactions during which the average sentiment is < -20.
    Positive Interactions % The percent of all interactions that have an overall positive sentiment score (>= +20).
    Neutral Interactions % The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
    Negative Interactions % The percent of all interactions that have an overall negative sentiment score (< -20).
    Average Sentiment Score The average sentiment score of interactions.