Work with a topic

A topic is made up of phrases that represent a specific intent (for example, cancellation). Each program is associated with one or more topics.

Topics help to boost the recognition of specific words and phrases in voice transcription. That is, they adapt the underlying language model to look for organization-specific language in conversations.

A topic encapsulates a business level intent detected within interactions. Business level intents could be a call reason (for example, cancellation), an agent skill (for example, upsell attempt), or an indication of customer dissatisfaction (for example, escalation). Customers and agents have numerous ways to signal a business intent based on the words and phrases they say. As a result, a topic contains a set of phrases that indicate that business level intent. For example, if you want to identify interactions in which the customer wishes to cancel an account, you could create a topic named Cancellation with the following phrases:

  • “close out my account”
  • “I need to cancel”

When a topic is included in a program, the system searches for all of the phrases included in the topic’s definition, in all the interactions associated with the program. When one of the phrases is found, it is identified as an event and the topic is registered as found at a specific time during the interaction. Each identified event in an interaction has a start time, an end time, a name, and a type. For example if a topic called “Loan Officer” is identified by the phrase “can offer you a loan,” the start time is the second the agent began saying “can,” and the end time is when the agent finished saying “loan.”

The more phrases you add to a topic, the more useful the topic. For more information, see Work with a phrase.

Once a topic is created, you can always modify the topic based on the accuracy of the topic results.

Note:

  • You must define topics before you can add them to a program. However, you can change their contents after you add them to a program. The topic contents that are defined when the program is applied are the contents that the system will search for in interactions associated with the program.
  • You cannot create more than 500 topics.

  1. Click Admin > Quality.
  2. Click Topics. A list of all of the available topics is displayed.

    Click the image to enlarge.
    Topics list.

The following information and options appear in the Topics list:

    • Create Topic – Click the Create Topic button to create a new topic. For more information, see Create a topic below. 
    • Publish – Click the Publish button to publish one or more topics. For more information, see Publish a topic below.
    • # Unpublished programs – Shows the number of topics that are not published.
    • Name – A unique topic name.
    • Description – A free text description of the topic.
    • Programs – The number of programs associated with the specific topic.
    • Phrases – The number of phrases associated with the specific topic.
    • Dialect – Includes the dialects associated with the specific topic.
    • Tags – The Tags column shows the tags associated with the specific topic. Each topic is limited to 20 tags.
    • Delete Topic – Enables you to delete the specific topic. Click the x associated with the topic you want to delete and click Yes when you are asked if you are sure you want to delete the topic.

Note: When you delete a topic it is removed from all of the programs it is linked to.

    • All Tags (#) – Select one or more tags to filter the topics list to show the topics associated with the selected tags.
    • All Dialects (#) – Select one or more dialects to filter the topics list to show the topics associated with the selected dialects.
    • Search – Use the Search field to find a specific topic.

  1. Click Admin > Quality.
  2. Click Topics. A list of all of the available topics is displayed.
  3. From the Name column, click the name of the topic you want to view. The selected topic details are displayed.

    Click the image to enlarge.
    Topic details page.

  4. Review the topic details:
    • Topic Name – Contains a unique name that is easy to correlate to the business issue.
    • Description – Contains a free text description of the program. 
    • Tags – Contains the tags associated with the specific topic. A tag enables you to classify and group programs and topics. Click the x next to the tag if you want to remove the tag from the specific topic. 
    • Programs – Contains the number of programs associated with the selected topic. Click inside the Programs field to see the selected programs, to select or deselect programs, and to search for specific programs. For more information, see Work with a program.
    • Strictness – Indicates how strict the matching algorithm is when matching phrases in a transcript. The matching algorithm looks at phrase confidence after stemming to determine if the phrase is a match. For additional details, refer to the following definitions:
      • Word confidence – A score between 0 and 100 assigned by the speech and text analytics during the transcription process. The word confidence score indicates the relative confidence of the transcribed word found in the voice transcript. Note that word confidence is not relevant to digital interactions.
      • Phrase confidence – A score between 0 and 100 generated by speech and text analytics during phrase matching. Phrase confidence depends on word confidence along with word order and any missing or substituted words within the transcript.
      • Stemming – The process of transforming a word to the base root of that specific word. As a result, different tenses or plurals of a specific word are considered matches (for example, when the root word is cancel, then canceled, cancels, and cancelling are considered a match).
    • Dialect – Indicates the dialect associated with the specific topic.
    • Participants – Indicates the participant associated with the specific topic. 
      • External – Indicates that the specific topic will only be recognized when it phrases were said by the Customer.
      • Internal – Indicates that the specific topic will only be recognized when it phrases were said by IVR, ACD, agent, conference, or voicemail.
      • All – Indicates that the specific topic will only be recognized when it phrases were said by external participant, internal participant, or both.
  5. Click the Phrases (#) tab to see the list of phrases associated with the selected topic. For more information, see Work with a phrase.
    • Phrase – Contains the phrase associated with the topic. Click the phrase to open the Edit Phrase options.
    • Strictness – Indicates how strict the matching algorithm is when matching phrases in a transcript. The matching algorithm looks at phrase confidence after stemming to determine if the phrase is a match. For additional details, refer to the following definitions:
      • Word confidence – A score between 0 and 100 assigned by the speech and text analytics during the transcription process. The word confidence score indicates the relative confidence of the transcribed word found in the voice transcript. Note that word confidence is not relevant to digital interactions.
      • Phrase confidence – A score between 0 and 100 generated by speech and text analytics during phrase matching. Phrase confidence depends on word confidence along with word order and any missing or substituted words within the transcript.
      • Stemming – The process of transforming a word to the base root of that specific word. As a result, different tenses or plurals of a specific word are considered a match (for example, when the root word is cancel, then canceled, cancels, cancelling, etc. are considered a match).
    • Delete – Enables you to delete the specific phrase. Click the x associated with the phrase you want to delete.
    • Use the Search field to find a specific phrase.
  6. Click Close to return to the topics list.

Note:

  • Fields marked with a red asterisk (*) are mandatory. You cannot create a program if you do not fill in the fields marked with a red asterisk.
  • The maximum number of tags per program and per topic is 20.

      1. Click Admin > Quality.
      2. Click Topics. The list of available topics is displayed.
      3. Click the Create Topic button at the top of the program list.
      4. Configure the following topic details:
        • Topic Name – Enter a unique name that is easy to correlate to the business issue.
        • Description – Enter a free text description of the topic. The description is limited to 1000 characters.
        • Tags – A tag enables you to classify and group programs and topics. Select existing tags or create new tags. In the field provided type the tag name (100 character limit). If the tag exists it will appear in the tag list. If you are creating a new tag the word will appear with (New Tag) next to it. Press Enter to add the new tag.
        • Programs – Contains the number of programs associated with the selected topic. Click inside the Programs field to see the selected programs, to select or deselect programs and to search for specific programs. For more information, see Work with a program.
        • Strictness – Indicates how strict the matching algorithm is when matching phrases in a transcript. The matching algorithm looks at phrase confidence after stemming to determine if the phrase is a match. For additional details, refer to the following definitions:
          • Word confidence – A score between 0 and 100 assigned by the speech and text analytics during the transcription process. The word confidence score indicates the relative confidence of the transcribed word found in the voice transcript. Note that word confidence is not relevant to digital interactions.
          • Phrase confidence – A score between 0 and 100 generated by speech and text analytics during phrase matching. Phrase confidence depends on word confidence along with word order and any missing or substituted words within the transcript.
          • Stemming – The process of transforming a word to the base root of that specific word. As a result, different tenses or plurals of a specific word are considered a match (for example, when the root word is cancel, then canceled, cancels, cancelling, etc. are considered a match).
        • Dialect – Indicates the dialect associated with the specific topic. Select a dialect from the Dialect field.
        • Participants – Indicates the participant associated with the specific topic. Click within the Participants field to select one of the following participants:
          • External – Indicates that the specific topic will only be recognized when its phrases were said by the Customer.
          • Internal – Indicates that the specific topic will only be recognized when its phrases were said by IVR, ACD, agent, conference, or voicemail.
          • All – Indicates that the specific topic will only be recognized when its phrases were said by an external participant, internal participant, or both.
      5. Click the Phrases (#) tab to add a list of phrases. For more information, see Work with a phrase.
      6. Click Save Draft to create the new topic. A Topic successfully saved as a draft message appears in the top right corner of the screen. 
      7. Click Close to return to the topics list.

      Note:

      • Fields marked with a red asterisk (*) are mandatory. You cannot create a program if you do not fill in the fields marked with a red asterisk.

      1. Click Admin > Quality.
      2. Click Topics. A list of all of the available topics is displayed.
      3. From the Name column, click the name of the topic you want to change. The selected topic details are displayed.
      4. Change one or more of the topic details:
        • Topic Name – Change the topic name. Enter a unique name that is easy to correlate to the business issue.
        • Description – Change the free text description of the topic. 
        • Tags – A tag enables you to classify and group programs and topics. Select one or more existing tags and/or create one or more new tags. In the field provided type the tag name (100 character limit). If the tag exists it will appear in the tag list. If you are creating a new tag the word will appear with (New Tag) next to it. Press Enter to add the new tag.
        • Programs – Contains the number of programs associated with the selected topic. Click inside the Programs field to see the selected programs, to select or deselect programs and to search for specific programs. For more information, see Work with a program.
        • Strictness – Indicates how strict the matching algorithm is when matching phrases in a transcript. The matching algorithm looks at phrase confidence after stemming to determine if the phrase is a match. For additional details, refer to the following definitions:
          • Word confidence – A score between 0 and 100 assigned by the speech and text analytics during the transcription process. The word confidence score indicates the relative confidence of the transcribed word found in the voice transcript. Note that word confidence is not relevant to digital interactions.
          • Phrase confidence – A score between 0 and 100 generated by speech and text analytics during phrase matching. Phrase confidence depends on word confidence along with word order and any missing or substituted words within the transcript.
          • Stemming – The process of transforming a word to the base root of that specific word. As a result, different tenses or plurals of a specific word are considered a match (for example, when the root word is cancel, then canceled, cancels, cancelling, etc. are considered a match).
        • Dialect – Indicates the dialect associated with the specific topic. Select a dialect from the Dialect field.
        • Participants – Indicates the participant associated with the specific topic. Select one of the following participants from the Participants field:
          • External – Indicates that the specific topic will only be recognized when it phrases were said by the Customer.
          • Internal – Indicates that the specific topic will only be recognized when it phrases were said by IVR, ACD, agent, conference, or voicemail.
          • All – Indicates that the specific topic will only be recognized when it phrases were said by an external participant, internal participant, or both.
      5. Click the Phrases (#) tab to add a list of phrases. For more information, see Work with a phrase
      6. Click Save Draft to save your changes. A Topic successfully updated as draft message appears in the top right corner of the screen. 
      7. Click Close on the left to return to the topics list.

      1. Click Admin > Quality.
      2. Click Topics. A list of all of the available topics is displayed.
      3. From the Name column, click the name of the topic you want to copy. The selected topic details are displayed.
      4. Click Copy. The following message appears:
        “You successfully copied the <topic name>. The copied topic will only be created after you click Save.”
      5. Make one or more changes to the copied topic and click Save Draft. A Topic successfully saved as draft message appears in the top right corner of the screen. 
      6. Click Close to return to the topics list.

      1. Click Admin > Quality.
      2. Click Topics. A list of all of the available topics is displayed.
      3. From the Name column, click the name of the topics you want to delete. The selected topic details are displayed.
      4. Click Delete Topic in the bottom right corner of the screen. A Topic Editor message appears asking you if you are sure you want to delete the selected program.
      5. Click Yes. A Topic successfully deleted message appears in the top right corner of the screen.

      To implement new topics and/or topic changes you must publish the specific topic. After you publish all of the new and/or updated topics all of the new interactions in the database are processed according to the updated and new topics. 

      You can publish a topic from the Topics list and from the specific topic page.

      Publish a topic from the topic page

      1. Click Admin > Quality.
      2. Click Topics. A list of all of the available topics is displayed.
      3. From the Name column, click the name of the topic you want to publish. The selected topic details are displayed.  
      4. Click Publish. The following three messages (the third message is an example), appear in the top right corner of the screen. 
        • Topic successfully updated.
        • Topic successfully published.
        • The publish request for {count} programs made at {timeStamp}, was completed successfully.
      5. Click Close to return to the topic list.

      Publish a topic from the Topics list

      1. Click Admin > Quality.
      2. Click Topics. A list of all of the available topics is displayed.
      3. Click Publish
      4. In the Publish Topics window select the topics that you want to publish.
      5. Click Publish Topics. The following message appears in top right corner of the screen.
        • The publish request for {count} programs made at {timeStamp}, was completed successfully.

      Note: 

      • When a topic is published all of its associated language models and programs are updated.
      • If a topic is added to a program that has not been published, the specific program is not updated.

      An interaction transcript provides a clear view of the conversation between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants and highlights who is saying what. Voice transcription helps the user overcome potential difficulties such as differences in volume, accents, timing, and connection quality. It also provides access to information stored in the audio, which can be used to improve employee training and feedback and identify business problems. Topic markers appear in the transcript when a topic phrase is identified. For more information, see About voice transcription.

      The interaction overview includes topic markers that enable you to identify phrases, each associated with a specific topic highlighting specific moments of the interaction where the events were found. For more information, see Work with a topic.

      1. Before you create the first topic, click Admin > Quality.
      2. Click Topics.  The list of available topics is displayed.

      For more information, see Out-of-the-box topics.