Prerequisites
  • 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. You can add mined topics into Genesys Cloud > Quality Admin > Topics for topic configuration. 

Use the topic miner to help identify potential topics and phrases in conversations between customers and agents. Topic miner searches a historical set of voice and digital conversation transcripts between agents and customers for a specified date range. Next, it extracts the top set of topics and phrases and the analytics that surround those topics and phrases. Finally, it returns a list of topics and phrases that the system associates with a topic. Topic mining is particularly useful to workforce engagement management users. For more information, see Work with a topic and About programs, topics, and phrases.

Access the topic miner

To access the topic miner from the Admin menu, follow these steps.

  1. Click Admin.
  2. Under Quality, click Topic Miner.
  3. Determine the miner that you want to use:
    • To add a new miner, follow these steps:
      1. Click Create a new Miner.
      2. Configure the topic miner according to your organization’s specifications.
    • To use and manage an existing miner, click the link for the miner name that you want to open.
    • To use and restart an existing miner, follow these steps:
      1. Click a miner with a Failure or an Error status. The Edit Miner page opens.
      2. Review the system messages and make your updates.
  4. Click Confirm.