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Programs

Programs (Genesys Cloud Speech & Text Analytics)

Section Description
Feature Area Quality Management → Speech & Text Analytics
Admin Location Admin → Quality → Programs
Primary Function Group multiple Topics into a business-level analytics package and apply them to queues or Architect flows
Data Source Interaction transcripts generated by Speech & Text Analytics
Typical Users Quality Administrators, Analytics Administrators
Key Dependency Speech & Text Analytics and Topics must be configured
Source Transcript + Genesys Documentation

Programs act as the logical container for Topics and determine where those topics are applied in the contact center. This allows organizations to monitor specific customer intents (billing issues, cancellation requests, product complaints, etc.) for specific operational areas such as queues or routing flows.

Summary Table

Attribute Details
Feature Type Speech Analytics Configuration
Scope Queue or Architect Flow
Function Topic grouping and analytics detection
Topic Limit Not explicitly documented in Genesys UI documentation
Dialect Requirement Must match speech analytics language model
Data Used Voice transcripts and digital interaction transcripts
Configuration Level Organization-wide analytics configuration

Study Notes

Topic Explanation
Programs Containers grouping multiple Topics for analytics
Topics Phrase detection logic used by programs
Dialect Determines language model used for phrase matching
Queue Mapping Applies program analytics to queue interactions
Flow Mapping Applies program analytics to interactions routed through Architect
Intent Detection Programs identify business-level conversation intents

Programs allow the contact center to analyze conversations differently depending on the department or business goal.

Example:

Program Topics Scope
Billing Insights Billing Dispute, Refund Request Billing Queue
Retention Insights Cancel Subscription, Contract Termination Retention Queue

Transcript Implementation Notes

Source: Transcript

The instructor explains how Programs function and how they are configured:

Step Instruction
Step 1 Navigate to Admin → Quality → Programs
Step 2 Create a program that packages related topics
Step 3 Select a dialect that matches the transcript language model
Step 4 Add existing topics or merge phrases into topics
Step 5 Map the program to specific queues or Architect flows
Step 6 Save the configuration so analytics can detect those topics

Operational insight from transcript:

  • Programs represent business-level intent detection packages
  • Different departments create different programs
  • Programs must be linked to queues or flows to analyze interactions

Example given in concept:

Program: Billing Analysis
Topics: Refund Request, Payment Issue
Queue: Billing Support

Navigation

Task Navigation Path
View Programs Admin → Quality → Programs
Create Program Admin → Quality → Programs → Create Program
Edit Program Admin → Quality → Programs → Edit
Delete Program Admin → Quality → Programs → Delete
Manage Topics Admin → Quality → Topics
Discover Topics Admin → Quality → Topic Miner

Configuration Fields (UI Form Fields)

Main Page

UI Field Description Options
Program List Displays configured programs Read-only
Program Name Name of program Text
Description Program explanation Text
Dialect Language model used for phrase matching Example: English – United States
Topics Topics assigned to the program Read-only
Queues Queues mapped to the program Read-only
Flows Architect flows mapped to the program Read-only
Search Search programs Text
Create Program Create new program Button
Edit Modify program Button
Delete Remove program Button
Refresh Reload program list Button

Create/Edit Form

UI Field Description Options
Program Name Unique identifier Text
Description Explanation of program purpose Text
Dialect Language model for topic detection Example: English – United States
Topics Topics included in the program Multi-select list
Queues Queues where analytics should apply Multi-select list
Flows Architect flows where analytics should apply Multi-select list
Tags Optional metadata classification Tag selector
Save Save program Button
Cancel Cancel configuration Button

Character limit for fields: Not explicitly documented in Genesys UI documentation

Tabs, Toggles, Dropdowns, Action Buttons

Element Type Items
Tabs Topics / Queues / Flows
Dropdowns Dialect
Multi-Select Fields Topics / Queues / Flows
Buttons Create Program / Save / Cancel / Edit / Delete / Refresh
Toggles Not explicitly documented in Genesys UI documentation

Dependencies

Component Purpose
Speech & Text Analytics Generates transcripts used by programs
Topics Programs rely on topics for phrase detection
Topic Miner Helps discover phrases that become topics
Interaction Recording Required for voice transcription
Architect Flows can be mapped to programs

Platform Integration / Related Components

Component Relationship
Speech & Text Analytics Core analytics engine
Topics Detection logic used by programs
Topic Miner Phrase discovery tool
Sentiment Feedback Improves sentiment classification
Interaction Analytics Displays program results

Integration Examples

Integration Description
Analytics API Retrieve topic trends and analytics data
Conversations API Access transcripts for interactions
Notifications API Subscribe to interaction lifecycle events

Example workflow:

Customer Interaction
        ↓
Speech-to-Text Transcript
        ↓
Topic Detection
        ↓
Program Analytics
        ↓
Analytics API → External BI Dashboard

Related Topics / Further Reading

Topic Description
Speech & Text Analytics Transcript analysis engine
Topic Miner Phrase discovery
Topics Phrase detection configuration
Sentiment Feedback Correct sentiment classification
Evaluation Forms Agent quality evaluation

Implementation Checklist

Task Status
Enable Speech & Text Analytics ☐
Create Topics ☐
Identify queues or flows ☐
Create Program ☐
Assign topics to program ☐
Map queues or flows ☐
Validate analytics results ☐

Implementation Guide

Step Action
Step 1 Enable Speech & Text Analytics
Step 2 Create required topics
Step 3 Navigate to Programs
Step 4 Create new program
Step 5 Assign topics
Step 6 Select dialect
Step 7 Map queues or flows
Step 8 Save configuration

How to Implement

Phase Description
Topic Definition Identify phrases representing customer intent
Program Creation Group topics logically
Interaction Scope Assign queues or flows
Validation Confirm topics appear in analytics

Workflow

Customer Interaction
      ↓
Recording Engine
      ↓
Speech-to-Text Transcription
      ↓
Topic Detection
      ↓
Program Analytics
      ↓
CX Insights Dashboard

Architecture Diagram

Customer Interaction
       ↓
Recording Engine
       ↓
Speech-to-Text
       ↓
Transcript Storage
       ↓
Topic Detection
       ↓
Programs
       ↓
Analytics Dashboard

Real Flow Scenarios

Billing Issue Detection

Customer: "I was charged twice"
      ↓
Transcript generated
      ↓
Topic: Billing Dispute detected
      ↓
Program: Billing Insights triggered

Cancellation Request

Customer: "I want to cancel my subscription"
      ↓
Topic: Cancellation Request detected
      ↓
Program: Retention Insights

Usage Scenarios

Scenario Description
Customer intent detection Identify why customers contact support
CX analytics Understand frequent issues
Compliance monitoring Detect regulatory statements
Product feedback monitoring Identify complaints

Implementation Examples

Example Configuration
Billing Program Refund Request / Billing Dispute topics
Support Program Technical Issue / Login Problem topics
Sales Program Product Inquiry / Purchase Intent topics

Design Example

Support Queue
      ↓
Speech Analytics Transcript
      ↓
Topic Detection
      ↓
Program Groups Topics
      ↓
Analytics Dashboard Displays Trends

Best Practices

Practice Reason
Group topics by department Improves analytics clarity
Avoid overly large programs Maintain accuracy
Use clear naming Improve reporting readability
Validate topics regularly Ensure phrase detection accuracy

Source: Operational Best Practice

Naming Convention

Resource Example
Program Billing_Insights
Program Customer_Retention
Program Product_Feedback

Naming pattern:

<Department>_Insights

Security Considerations

Control Description
Role-based access Restrict program creation
Transcript protection Protect sensitive interaction data
Encryption Protect stored recordings
Data retention policies Manage transcript lifecycle

Limitations / Constraints

Constraint Description
Requires Speech Analytics Programs depend on transcripts
Topic dependency Programs cannot exist without topics
Dialect dependency Phrase detection depends on language model
Topic accuracy Incorrect topics lead to false detections

Troubleshooting

Issue Cause Resolution
Topics not detected Topic not added to program Add topic
No analytics results Speech analytics disabled Enable transcription
Program not applied Queue or flow not mapped Assign queue or flow
Incorrect detection Topic phrases inaccurate Update topic configuration

Interview Cheat Sheet

Question Answer
What is a Program? Container grouping topics for analytics
What does it analyze? Interaction transcripts
What components are required? Topics and Speech Analytics
Where are programs applied? Queues or Architect flows
What is the purpose? Detect business intents

Key Takeaways

Topic Summary
Programs Group topics for analytics
Topics Detect phrases in conversations
Queue Mapping Determines where analytics apply
Speech Analytics Generates transcripts
Business Insights Programs enable intent detection

Screenshots

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