# 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

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/6xUj1nShe9ssSRaR-image-1773082451754.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/6xUj1nShe9ssSRaR-image-1773082451754.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/wj4QAMJJ4JVUvqpt-image-1773083141482.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/wj4QAMJJ4JVUvqpt-image-1773083141482.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/DXBamIUQZGiKJKsN-image-1773083172403.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/DXBamIUQZGiKJKsN-image-1773083172403.png)