Set context for theme discovery

Before viewing and analyzing themes Groups of expressions used in Speech and Text Analytics that help users understand what is happening in their calls, without the need to know what to look for in advance. surfaced by the system, set the context for theme discovery. The context includes the Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. project for which to view themes, and the scope of the theme data.

Procedure 

1. Go to Speech Analytics. Under Discover, select Themes.

2. From the left pane, click Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB)., and do one of the following:

   • From the Project list, select the project for which to view themes.

   • To display themes for all projects to which you have access rights, select All Projects.

3. From the left pane, click Date, and do the following:

   1. Select the scope for theme discovery:

   • Past 7 days: To discover theme data for interactions added to the index Repository of transcribed interactions, which are used for analysis in Speech Analytics. only from the last 7 days. This option shows you the hot topics now being discussed in your calls.

   • All Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface.: To discover theme data for all interactions currently in the index. This option shows you a snapshot of conversation topics for all the calls in your index.

     To define your index retention period, configure the Enterprise Manager parameter, Retention Period (days).

   2. Click Apply.

Related topics 

View and understand theme data