Mine external chat, call, or message transcripts with the topic miner

Use the topic miner’s file upload feature to mine chat, call, or message transcripts from an external .json file. 

Metric Type Minimum Maximum
Supported file type JSON n/a n/a
File size parameters n/a n/a 100 MB
Conversation parameters Quantity 20 10,000
Turns per conversation Turns 1 500
Length of each turn Characters 1 500
Length of ID Characters 1 100
Language English only n/a n/a
Participant value

One of the following:

  • System
  • Agent
  • Customer
1 1

You can upload your own previously formatted .json file, or you can download and format conversation data from a preformatted template from the application.

Note: To use the preformatted template, click Example JSON file. Configure the template and upload it to use with the topic miner.

Upload an external chat, call, or message transcript

Click the image to enlarge.

Create a new miner page

  1. To create a new miner from the topic miner, complete these steps:
    1. Click Admin.
    2. Under Quality, click Topic Miner.
  2. Click Create a new Miner. The Create a new Miner dialog box opens.
  3. Under Language, select the language in which to mine topics.
    Note: Currently, topic mining supports the following dialects: en-US, en-AU, en-GB, en-IN, and en-ZA.
  4. Add a name for the miner.
  5. To upload your .json file, perform these steps: 
    1. Under Data Source, click the External File tab.
    2. Under File upload, click Click to upload.
    3. Select and upload the JSON source.
  6. Click Confirm.

When mining begins, a new tile appears with the source displayed as “External File.” After mining completes, you can view and select the mined topics and phrases the same way that you do with the conversations you mine from Genesys Cloud.