# 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      |

---

# Platform Integration / Related Components

| 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 |

---

# Related Topics / Further Reading

| 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
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/j7LzxOWEauqhMjgZ-image-1773081159061.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/j7LzxOWEauqhMjgZ-image-1773081159061.png)


[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/XDqu8v54rTILhHxF-image-1773081187167.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/XDqu8v54rTILhHxF-image-1773081187167.png)