Out-of-the-box topics
The speech and text analytics solution includes a set of out-of-the-box topics that can be used as a starting point. That is, a set of Programs, topics and phrases are created as part of the out-of-the-box creation process. These topics are based on the experience of a variety of organizations with similar use cases.
Out-of-the-box topics are a good way to start the topic creation process, but since they are a product of similar organizations and not specifically your organization, it is highly recommended that you modify these topics to your own specific language and terminology when working with customers or referring to products and services.
Note:
- Creating organization specific topics is a crucial step towards good speech and text analytics results, regardless of the solution used.
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Only one user can generate out-of-the-box topics at a given time. If you try to generate out-of-the-box topics when another set of out-of-the-box topics is being generated, the following message appears: “The out-of-the-box topics action is currently running. Wait a few minutes until the action is complete, and then try to generate it again.”
- When using Replace and Merge as part of the out-of-the-box (OOTB) topics process, the topics table and the text “The following topics will be deleted” will not be displayed if there are more than 500 topics.
The following is a list of the out-of-the-box topics. These topics are just like any other topics and they can be deleted, edited and changed as needed. These topics are available in all supported transcription dialects. For more information, see Work with a topic.
Agent Behavior
- Agent Knowledge Gap
- Build Rapport
- Check for Resolution
- Closing an Interaction
- Communication Issue
- Contact Capture
- Create Urgency
- Express Empathy
- Follow Up Later
- Greeting
- Identification
- Looking Up Information
- Policy/System Limitations
- Promote Customer Survey
- Recapping
- Retention Effort
- Transfer Interaction
- Upsell
- Walk Through Website
Contact Reason
- Balance Inquiry
- Billing Issue
- Cancel Mention
- Change of Address
- Checking Status
- Competitor Mention
- Credits or Refunds
- Customer Mention
- Fraud
- Login Issue
- Make Payment
- Past Due Payment
- Payment Issue
- Payment Plan
- Price Dissatisfaction
- Product Inquiry
- Website Issue
Customer Experience
- Attorney or Lawyer Mention
- Complaint
- Contacted Previously
- Escalate to Supervisor
- Expressing Confusion
- IVR Confusion
- Never Heard Back
- On Hold
- Profanity
Sentiment Reason
- Aggressive Marketing
- Cancellation Process Dissatisfaction
- Conflicting Answers
- Dissatisfaction with Agent
- Ongoing Issue
- Product Dissatisfaction
- Promotion Issues
- Shipping Dissatisfaction
- Unavailable Product
- Unexpected Charges
- Waste of Time
Out-of-the-box topics are a good way to start the topic creation process, but since they are a product of similar organizations and not specifically your organization, it is highly recommended that you modify these topics to your own specific language and terminology when working with customers or referring to products and services. For more information, see Out-of-the-box topics.
- Click Admin.
- Under Quality, click Speech and text analytics.
- Select the Actions tab.
- From the Select dialect… list, select the dialect that best represents your interactions.
- From the Add new topics only list, select one of the following options:
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Add new topics only – enables you to add one or more topics to the topic list.
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Merge topics and phrases – enables you to merge new topics with existing topics that have the same name and selected dialect. This may reinstate Topics you previously deleted.
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Replace and Merge – replaces unmodified topics to get the latest version, merges updated topics with the latest phrase updates and deleted deprecated topics and phrases.
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- Click Generate, to generate the new out-of-the-box topics.
