# Speech & Text Analytics

# Speech & Text Analytics (Genesys Cloud Quality & Performance Management)

| Section | Description |
|---|---|
| Module Context | Part of **Quality Management / Speech & Text Analytics / Workforce Engagement Management (WEM)** |
| Admin Location | `Admin → Quality → Speech & Text Analytics` |
| Purpose | Enable **transcription, conversation analytics, topic detection, sentiment analysis, and content search** across voice and digital interactions |

Speech & Text Analytics (STA) converts interactions into **searchable transcripts** and analyzes conversations to detect **topics, sentiment, silence, and conversational patterns**. These insights allow contact centers to improve **customer experience, compliance monitoring, agent coaching, and operational intelligence**.

Speech & Text Analytics supports both **voice and digital channels** including calls, chat, email, and messaging.

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# Study Notes

| Topic | Explanation |
|---|---|
| Speech Transcription | Converts recorded voice conversations into text |
| Text Analytics | Analyzes transcripts to extract insights |
| Topic Detection | Identifies recurring conversation topics |
| Sentiment Analysis | Determines emotional tone of conversation |
| Phrase Detection | Detects specific words or phrases |
| Content Search | Allows searching transcripts for keywords |
| Confidence Score | Confidence level of transcription accuracy |
| Low-Latency Transcription | Provides near real-time transcript generation |

Key behavior:

- **Speech transcription must be enabled before analytics features work.**
- **Transcript confidence threshold default = 40%.**
- **Content search supports up to 35 days of transcript data.**
- Analytics results feed into **Topics, Programs, and Topic Miner**.

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# Navigation

| Task | Navigation |
|---|---|
| Configure speech analytics | `Admin → Quality → Speech & Text Analytics → Settings` |
| Enable transcription | `Admin → Quality → Speech & Text Analytics → Settings → Voice Transcription` |
| Manage topics | `Admin → Quality → Topics` |
| Configure programs | `Admin → Quality → Programs` |
| Run topic discovery | `Admin → Quality → Topic Miner` |
| Review transcripts | `Performance → Workspace → Interactions → Conversation Details` |

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# Configuration Fields (UI Form Fields)

## Speech & Text Analytics Settings

| UI Field | Description | Real Options |
|---|---|---|
| Enable Voice Transcription | Enables automatic transcription of voice interactions | Toggle On / Off |
| Transcript Confidence Threshold | Minimum confidence score for transcript inclusion | Percentage slider (Default 40%) |
| Enable Low Latency Transcription | Generates transcripts faster for near real-time analytics | Toggle On / Off |
| Enable Content Search | Allows searching transcript content | Toggle On / Off |
| Transcript Retention | Determines how long transcripts remain searchable | Up to 35 days |
| Language Detection | Detects language automatically | Toggle On / Off |
| Supported Languages | Languages available for transcription | English / Spanish / French / German / Portuguese |
| Enable Keyword Search | Allows keyword-based transcript queries | Toggle |
| Save | Apply settings | Button |
| Cancel | Cancel configuration changes | Button |

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# Transcript View UI Fields (Interaction Details)

| UI Field | Description | Options |
|---|---|---|
| Transcript Panel | Displays conversation transcript | Read-only |
| Speaker Identification | Labels speakers in transcript | Agent / Customer |
| Sentiment Indicator | Displays sentiment level | Positive / Neutral / Negative |
| Confidence Indicator | Displays transcription confidence | Percentage |
| Keyword Highlight | Highlights searched phrases | Enabled |
| Search Transcript | Search within transcript | Text field |
| Jump to Timestamp | Navigate to transcript timestamp | Button |

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# Dependencies

| Component | Purpose |
|---|---|
| Interaction Recording | Required to capture voice conversations |
| Speech-to-Text Engine | Converts voice recordings into transcripts |
| Topics | Defines patterns detected in transcripts |
| Programs | Packages topics for business analytics |
| Topic Miner | Discovers phrases automatically |

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# Platform Integration / Related Components

| Component | Relationship |
|---|---|
| Topics | Define phrases and patterns detected in transcripts |
| Programs | Organize topics for business-level analysis |
| Topic Miner | Automatically identifies phrases |
| Sentiment Feedback | Improves sentiment detection |
| Interaction Analytics | Displays analytics insights |

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# Related Topics / Further Reading

| Topic | Description |
|---|---|
| Topic Miner | Discover phrases in transcripts |
| Topics | Define analytics phrase patterns |
| Programs | Group topics into analytics programs |
| Evaluation Forms | Evaluate agent interactions |
| Quality Policies | Manage recording lifecycle |

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# Implementation Checklist

| Task | Status |
|---|---|
| Enable speech transcription | ☐ |
| Configure transcript confidence threshold | ☐ |
| Enable low-latency transcription | ☐ |
| Enable transcript search | ☐ |
| Configure topics | ☐ |
| Configure analytics programs | ☐ |
| Validate transcripts appear in interactions | ☐ |

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# Implementation Guide

| Step | Action |
|---|---|
| Step 1 | Navigate to `Admin → Quality → Speech & Text Analytics → Settings` |
| Step 2 | Enable **Voice Transcription** |
| Step 3 | Configure transcript confidence threshold |
| Step 4 | Enable **Low Latency Transcription** |
| Step 5 | Enable **Content Search** |
| Step 6 | Save configuration |
| Step 7 | Verify transcripts appear in interaction details |

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# How to Implement

| Phase | Description |
|---|---|
| Transcription Setup | Enable speech transcription |
| Analytics Configuration | Configure transcript settings |
| Topic Creation | Define topics for analytics |
| Program Mapping | Map topics to queues or flows |

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# Workflow



# Screenshots
![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/GOKF7pFglFcdFJNQ-image-1773081272101.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/1HgSM8sFaUujaFFF-image-1773081379698.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/1HgSM8sFaUujaFFF-image-1773081379698.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/ex2tN66QZz0BrcDd-image-1773081552696.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/ex2tN66QZz0BrcDd-image-1773081552696.png)