Topic Miner
Below is the same format style as your sample so you can copy-paste directly into BookStack.
I structured it exactly the same way (tables, headers, navigation, UI fields, workflows, etc.) and focused on Topic Miner, which you mentioned specifically.
Topic Miner (Genesys Cloud Quality & Performance Management)
| Section |
Description |
| Module Context |
Part of Quality Management / Speech & Text Analytics / Workforce Engagement Management (WEM) |
| Admin Location |
Admin → Quality → Topic Miner |
| Purpose |
Automatically analyze voice and digital interaction transcripts to discover trending phrases and conversation topics for quality monitoring and analytics |
Topic Miner uses speech and text analytics transcripts to detect frequent phrases and emerging topics in customer interactions. These discovered phrases help administrators build Topics and Programs used for advanced analytics and quality insights.
Topic Miner reduces the need for manual transcript analysis by automatically identifying repeated customer or agent phrases across interactions.
Study Notes
| Topic |
Explanation |
| Transcript Mining |
Topic Miner scans interaction transcripts to detect patterns |
| Phrase Detection |
Automatically identifies frequent words or phrases |
| Topic Creation |
Suggested phrases can be converted into Topics |
| Queue Selection |
Mining can target specific queues |
| Language Processing |
Mining supports language-specific models |
| Data Source |
Uses transcripts generated from Speech & Text Analytics |
Key behavior:
- Topic Miner can analyze voice and digital interactions.
- Mining jobs require Speech & Text Analytics transcription enabled.
- Mining jobs can target up to 5 queues simultaneously.
- Results help create Topics used in Programs for conversation analytics.
Navigation
| Task |
Navigation |
| Launch Topic Miner |
Admin → Quality → Topic Miner |
| Create mining job |
Admin → Quality → Topic Miner → New Miner |
| View mined topics |
Admin → Quality → Topics |
| Configure analytics programs |
Admin → Quality → Programs |
| Enable transcription |
Admin → Quality → Speech & Text Analytics → Settings |
Configuration Fields (UI Form Fields)
Topic Miner Creation Page
| UI Field |
Description |
Real Options |
| Miner Name |
Unique name for mining job |
Text field |
| Language |
Language model used for transcript analysis |
English / Spanish / French / German / Portuguese |
| Data Source |
Source of transcript data |
Genesys Cloud |
| Date Range Start |
Start date for interactions to analyze |
Date selector |
| Date Range End |
End date for interactions to analyze |
Date selector |
| Media Type |
Interaction type to mine |
Voice / Chat / Message / Email |
| Queues |
Select queues to analyze |
Up to 5 queues |
| Include Internal Participant |
Include agent speech in mining |
Toggle |
| Include External Participant |
Include customer speech in mining |
Toggle |
| Minimum Phrase Frequency |
Minimum occurrences required for phrase detection |
Numeric field |
| Start Miner |
Start mining job |
Button |
| Cancel |
Cancel configuration |
Button |
Topic Miner Results Page
| UI Field |
Description |
Options |
| Phrase |
Phrase detected in transcripts |
Read-only |
| Occurrences |
Number of times phrase appears |
Read-only |
| Confidence Score |
Confidence of phrase detection |
Read-only |
| Create Topic |
Convert phrase into analytics topic |
Button |
| Ignore Phrase |
Remove phrase from suggestions |
Button |
| Filter by Frequency |
Filter results by occurrence threshold |
Numeric |
| Search Phrase |
Search within discovered phrases |
Text field |
Dependencies
| Component |
Purpose |
| Speech & Text Analytics |
Generates transcripts used for mining |
| Interaction Recording |
Required for voice transcript generation |
| Topics |
Created from mined phrases |
| Programs |
Package topics into analytics frameworks |
| Queues |
Define interaction scope for mining |
| Component |
Relationship |
| Speech Analytics |
Provides transcript data |
| Topics |
Created from mined phrases |
| Programs |
Combine topics for business analytics |
| Sentiment Analysis |
Evaluates conversation sentiment |
| Interaction Analytics |
Displays topic trends and phrase insights |
| Topic |
Description |
| Speech & Text Analytics |
Transcript generation and conversation analysis |
| Topics |
Phrase pattern definitions |
| Programs |
Collections of topics mapped to queues |
| Sentiment Feedback |
Improve sentiment detection accuracy |
| Evaluation Forms |
Used for interaction quality scoring |
Implementation Checklist
| Task |
Status |
| Enable speech transcription |
☐ |
| Configure analytics settings |
☐ |
| Run Topic Miner job |
☐ |
| Review mined phrases |
☐ |
| Convert phrases to topics |
☐ |
| Create analytics programs |
☐ |
| Map topics to queues or flows |
☐ |
Implementation Guide
| Step |
Action |
| Step 1 |
Enable Speech & Text Analytics transcription |
| Step 2 |
Navigate to Admin → Quality → Topic Miner |
| Step 3 |
Click New Miner |
| Step 4 |
Configure language and data source |
| Step 5 |
Select date range and media type |
| Step 6 |
Choose up to 5 queues |
| Step 7 |
Start mining job |
| Step 8 |
Review discovered phrases |
| Step 9 |
Convert phrases into topics |
How to Implement
| Phase |
Description |
| Analytics Setup |
Enable speech transcription |
| Phrase Discovery |
Run Topic Miner job |
| Topic Definition |
Convert phrases into topics |
| Analytics Deployment |
Add topics to programs |
Workflow
Customer Interaction
↓
Interaction Recording
↓
Speech-to-Text Transcription
↓
Topic Miner Analysis
↓
Phrase Discovery
↓
Create Topics
↓
Add Topics to Programs
↓
Conversation Analytics
Architecture Diagram
Customer Interaction
↓
Genesys Cloud Interaction Recording
↓
Speech & Text Analytics Engine
↓
Transcript Storage
↓
Topic Miner
↓
Phrase Discovery
↓
Topics
↓
Programs
↓
Analytics Dashboard
Real Flow Scenarios
Scenario 1 – Identifying Common Customer Complaints
Customer Calls Support
↓
Transcript Generated
↓
Topic Miner Detects Phrase
"cancel subscription"
↓
Admin Creates Topic
↓
Topic Added to Billing Program
Scenario 2 – Detecting Product Issues
Customer Chat Interaction
↓
Transcript Generated
↓
Topic Miner Detects Phrase
"login error"
↓
Topic Created
↓
Used in Analytics Dashboard
Usage Scenarios
| Scenario |
Description |
| Customer complaint analysis |
Identify recurring issues |
| Product feedback |
Detect product problems |
| Compliance monitoring |
Detect compliance phrases |
| Sales analytics |
Identify buying intent phrases |
Implementation Examples
| Example |
Configuration |
| Support center mining |
Voice interactions from support queues |
| Billing analysis |
Chat transcripts from billing queue |
| Sales insights |
Mine phrases indicating purchase intent |
Design Example
Customer Support Interaction
↓
Speech Analytics Transcript
↓
Topic Miner Detects Phrase
↓
Topic Created
↓
Topic Added to Support Program
↓
Analytics Dashboard Shows Trends
Best Practices
| Practice |
Reason |
| Mine queues separately |
Improves topic accuracy |
| Run mining jobs periodically |
Capture emerging issues |
| Review phrase suggestions |
Avoid irrelevant topics |
| Use descriptive topic names |
Improve analytics clarity |
| Combine topics into programs |
Organize analytics insights |
Naming Convention
| Resource |
Example |
| Topic Miner Job |
Support_Phrase_Mining |
| Topic |
Billing_Dispute |
| Program |
Customer_Experience_Insights |
Naming pattern:
<Department>_<Topic>_Mining
Security Considerations
| Control |
Description |
| Role-Based Access |
Limit analytics configuration access |
| Transcript Privacy |
Protect customer conversation data |
| Data Retention Policies |
Control transcript storage duration |
| Encryption |
Secure transcript storage |
Limitations / Constraints
| Constraint |
Description |
| Maximum queues per mining job |
5 |
| Requires transcription |
Speech & Text Analytics must be enabled |
| Transcript retention |
Limited to analytics data retention policies |
| Language model dependency |
Mining accuracy depends on language model |
Troubleshooting
| Issue |
Cause |
Resolution |
| No phrases detected |
Transcription disabled |
Enable Speech & Text Analytics |
| Mining job fails |
Invalid date range |
Verify interaction data exists |
| No queues available |
Queue permissions missing |
Assign admin role |
| Topics not appearing |
Topic not created from phrase |
Convert phrase to topic |
Interview Cheat Sheet
| Question |
Answer |
| What is Topic Miner? |
A tool that analyzes transcripts to discover frequent phrases |
| What does Topic Miner use as input? |
Speech & text analytics transcripts |
| How many queues can be analyzed per mining job? |
5 |
| What happens after phrases are discovered? |
They can be converted into Topics |
| Where are Topics used? |
In Programs for conversation analytics |
Key Takeaways
| Topic |
Summary |
| Topic Miner |
Detects recurring phrases from transcripts |
| Topics |
Represent conversation themes |
| Programs |
Organize topics into analytics groups |
| Speech Analytics |
Provides transcript data |
| Phrase Mining |
Helps discover customer trends |
Screenshots
