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: _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