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Configuring topics

Navigate to Administration > Speech Analytics > Topics page, click Add button to create new topic or Edit button to modify the existing topic.

Configuring topics

In the Edit Topic page, you can configure:

  • Name for topic
  • Color, which helps to visually distinguish different topics
  • Optional description
  • Speaker side, where the keywords will be searched for. Keywords can be searched in either agent side, customer side or both.
  • A list of keywords and their corresponding score

Edit Topic

Keyword expression can be as simple as an exact phrase "cancel account" or more complex expression like "(cancel OR canceling OR cancelled) NEAR account". Check Keyword expression syntax for details.

Title attribute is optional. It useful to specify a short and easy to read title for complex expression like "(close*|closing) NEAR account". A title will be shown in call details instead of the expression.

Use Keyword score score to rank the important of the spotted keywords. A summary of scores of all spotted keywords will be used as a sentiment score. For details, see Sentiment score.