Work with a program

AI-generated summary

Per program and customizable evaluation percentages 1–100%. Quality administrators can manage queues, flows, and agent scoring, while specific permissions are required for Speech and Text Analytics viewing, Recording access, and Translation capabilities. Changes to programs only take effect after publication, with support for publishing up to 10 programs simultaneously. The platform integrates these features with interaction, sentiment analysis, and voice transcription capabilities to provide comprehensive contact center analytics and quality management.

PrerequisitesClick to expand

Programs, topics, and phrases requirements
View AI summary and insights:
- Speech and Text Analytics > AiSummary > View permission
- Recording > Recording > View Sensitive Data permission
View reason for sentiment:
- SpeechandTextAnalytics > SentimentData > View permission
- Recording > Recording > View Sensitive Data permission
Translate an interaction transcript: SpeechandTextAnalytics > Translation > View permission
Enable AI summary and insights: SpeechandTextAnalytics > InsightsSettings > Edit permission
Enable Agent Scoring:
- Quality > ScoringRule > view
- Quality > ScoringRule > add
- Quality > ScoringRule > edit
- Quality > ScoringRule > delete

Quality administrators can manage queues, flows, and agent scoring. Quality administrators cannot change speech and text analytics settings. Speech and text analytics administrators have full access to all program settings.

Programs in Genesys Cloud CX define how interaction analysis, insights, and evaluations are applied across the contact center. A program combines topics, queues, flows, analytics settings, and evaluation rules into a single configuration. This structure enables organizations to analyze and evaluate customer interactions consistently at scale.

A program is a configuration framework that defines how Genesys Cloud speech and text analytics and quality management capabilities analyze, summarize, and evaluate interactions. Programs are assigned to specific queues or flows and apply a consistent set of rules to all interactions processed through those assignments.

Program capabilities

Within a program, you can configure the following capabilities:

Topic detection – Uses speech and text analytics to identify business-level intents in interaction transcripts based on configured topics and phrases.
Sentiment analysis – Analyzes customer sentiment throughout an interaction to help identify emotional trends and potential experience risks.
AI summary and insights – Generates AI-powered summaries and key insights for interactions, providing faster visibility into outcomes, issues, and customer intent.
Automated agent scoring – Generates auto-complete evaluations to score interactions at scale and support quality management and agent coaching.

Topics and languages

Programs can include topics in multiple dialects or languages. This capability is useful when different parts of the contact center focus on different business intents. You must define topics before you add them to a program. You can edit topic content after it is added; however, the program uses the topic version that is applied at publish time.

Notes:

Programs include one preconfigured program that contains a set of predefined topics. This program is set as the default program automatically, but you can change it at any time.
Genesys Cloud EX does not support flows. In this environment, you can assign programs only to queues. Although all flow types appear in the program editor, selecting them has no effect.
Topic limits:
- Standard limit: 500 topics per dialect
- Maximum number of dialects that you can select in the program editor: 15
- You cannot publish a program that contains more than 500 unpublished topics
Performance indicators for large programs: When you edit or delete a program that contains more than 500 topics, a spinner and status message indicate that the operation is in progress.
When a program contains more than 500 topics, the following features are unavailable:
- Filter by Tag (applies to both the topics grid page and the program editor)
- Show selected only option in the program editor
- Select all option in the program editor
Agent scoring limits: A program can include up to five (5) enabled agent scoring rules.

View and understand the program listClick to expand

To access programs, click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. The Programs page displays a list of available programs.

The Programs list includes the following information and options:

Create Program – Add a new program. For more information, see Create a program.
Publish – Publish one or more programs. For more information, see Publish a program.
Unpublished programs (#) – Displays the number of programs that are not yet published.
Name – The unique name of the program.
Description – A free-text description of the program.
Tags – The tags associated with the program.
Assigned Queues – The number of queues associated with the program. For more information, see Create and configure queues.
Assigned Flows – The number of flows associated with the program. For more information, see Manage flows.
Delete Program – Delete a program. Click the X next to the program that you want to delete, and then click Yes to confirm.
All Tags (#) – Select one or more tags to filter the list to programs associated with the selected tags.
Select Queue(s) – Filter the list to programs associated with one or more selected queues.
Select Flow(s) – Filter the list to programs associated with one or more selected flows.
Search – Search for a specific program by name.

View a programClick to expand

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. The Programs page displays a list of available programs.
From the Name column, click the program that you want to view. The program details page appears.
Review or update the following program details:
- Program Name – A unique name that clearly correlates to the associated business issue.
- Description – A free-text description of the program.
- Tags – Tags help classify and group programs and topics. Click the tag field to open the tag list and view selected tags.
- Queues – The queues currently assigned to the program. For more information, see Create and configure queues.
- Flows – The flows currently assigned to the program. For more information, see Manage flows.
- Transcription Engines – Select the dialect and transcription engine used to transcribe interactions. To add an additional transcription engine, click Add Engine.
- AI Insights – When enabled, interactions that match this program are automatically summarized and enriched with AI-generated insights.
Click the Selected topics (#) tab. For more information, see Work with a topic.
- To view only topics associated with the program, select Show selected only.
- To find a specific topic, use the Search field.
- To filter the selected topics list, use the following options:
  - All Tags (#) – Filter topics by one or more selected tags.
  - All Dialects (#) – Filter topics by one or more selected dialects.
Click the Agent Scoring tab.
- To create a new agent scoring rule, click New Rule.
- To review or edit an existing rule, click the rule that you want to update.
Click Close to return to the Programs list.

Create a programClick to expand

Notes:

Fields marked with a red asterisk (*) are mandatory. You cannot create a program if you do not complete these fields.
The maximum number of tags per program and per topic is 20.
The maximum number of programs per organization is 100.
A program is limited to 500 queues and to 500 flows.
The maximum number of queues and flows for the entire system is 20,000.

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
Click Create Program at the top of the program list.
Configure the following program details:
- Program Name – Enter a unique name that is easy to correlate to the business issue. The program name is case sensitive and is limited to 100 characters.
- Description – Enter a free text description of the program. The program description is limited to 10,240 characters.
- Tags – A tag enables you to classify and group programs and topics. Select one or more existing tags or create one or more new tags. Add the tag name. Existing tags appear in the tag list. If you create a new tag, the word appears with (New Tag) next to it. The tag name is case sensitive and is limited to 100 characters. To add a new tag, press Enter.
- Queues – Select one or more queues that you want to map to the program. For more information, see Create and configure queues.
- Flows – Select one or more flows that you want to map to the program. For more information, see Manage flows.
- Transcription Engines – Select the dialect and transcription engine that you want to use to transcribe the interactions. Click Add Engine to add an additional transcript engine.
Click the Selected topics (#) tab to add one or more topics to the new program.
Click the checkbox next to the topics that you want to add to the program. For more information, see Work with a topic.
Click Save Draft. A Program successfully saved as a draft message appears.
Click Close.

Note: To implement new programs or program changes, you must publish the specific program. After you publish the new or updated programs, all new interactions in the database process according to the configuration.

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Edit a programClick to expand

Note: Fields marked with a red asterisk (*) are mandatory. You cannot create a program if you do not fill in the fields marked with a red asterisk.

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
From the Name column, click the name of the program you want to change. The selected program details are displayed.
Change one or more of the program details:
- Program Name – A unique name that is easy to correlate to the business issue. The program name is case sensitive and is limited to 100 characters.
- Description – A free text description of the program. The program description is limited to 10,240 characters.
- Tags – A tag enables you to classify and group programs and topics. Select one or more existing tags and create one or more new tags. Add the tag name. Existing tags appear in the tag list. If you create a new tag, the word appears with (New Tag) next to it. The tag name is case sensitive and is limited to 100 characters.
- Queues – Queues that currently map to the program. You can add or remove queues for the program from this list. For more information, see Create and configure queues.
- Flows – Flows currently mapped to the program. Flows can be added or removed from the program from this list. For more information, see Manage flows.
- Transcription Engines – Select the dialect and transcription engine that you want to use to transcribe the interactions. Click Add Engine to add an additional transcript engine.
Click the Selected topics (#) tab and view or change the topics associated with the selected program. For more information, see Work with a topic.
- Select Show selected only to see a list of the topics associated with the specific program.
- Use the Search field to find a specific topic.
- Filter the Selected topics list using the following filter options:
  - All Tags (#) – Select one or more tags to filter the topics list to show the topics associated with the selected tags.
  - All Dialects (#) – Select one or more dialects to filter the topics list to show the topics associated with the selected dialects.
Click Save Draft. A Program successfully updated as draft message appears.
Click Close.

Note:To implement new programs or program changes, you must publish the specific program. After you publish the new or updated programs, new interactions in the database process according to the configuration.

Copy a programClick to expand

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
From the Name column, click the name of the program that you want to copy. The selected program details appear.
Click Copy. The following message appears: “You successfully copied the <program name>. The copied program will only be created after you click Save Draft.“
Make your changes to the copied program and click Save Draft. A Program successfully saved as a draft message appears.
Click Close.

Delete a programClick to expand

When you delete a program, the deletion publishes automatically.

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
From the Name column, click the name of the program that you want to delete. The selected program details appear.
Click Delete Program. A message appears asking you to confirm the deletion.
Click Yes. A Program successfully deleted message appears.

Publish a programClick to expand

To implement new programs or program changes, you must publish the specific program. After you publish the new or updated programs, then new interactions in the database process according to the configuration.

Notes:

You can publish up to 10 programs at a time. You can publish a program from the Programs list and from the specific program page.
When you publish a program that includes topics with unpublished changes at the topic level, a force publish occurs on the unpublished topics.

Publish a program from the program page

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
From the Name column, click the name of the program that you want to publish. The selected program details appear.
Click Publish. The following three messages (the third message is an example) appear.
- Program successfully updated as a draft.
- Program successfully published.
- The publish request for {count} programs made at {timeStamp}, was completed successfully.
Click Close.

Publish a program from the programs list

Click Menu > Conversation Intelligence > Speech and Text Analytics > Programs. A list of available programs appears.
Click Publish.
In the Publish Programs view, select the programs that you want to publish. You can select up to 10 programs to publish.
Click Publish Programs. The following messages appear.
- Program successfully published.
- The publish request for {count} programs made at {timeStamp}, was completed successfully.

Configure automated agent scoringClick to expand

Programs support the automated generation of AI-driven, auto-complete evaluations for agent interactions.

Set up agent scoring

Open the program that you want to configure.
Click the Agent Scoring tab.
Click Add Rule.
Configure the scoring rule:
- Interaction volume
  - All interactions – Generates an evaluation for every interaction that matches the program.
  - Percentage of interactions – Generates evaluations for a specified percentage of matched interactions. Valid values range 1–100%.
- Agent auto-complete evaluation form – Select a published agent auto-evaluation form.
Save the rule.
Enable the rule and publish the program.

You can configure up to five agent scoring rules per program. Scoring rules are optional and can be enabled or disabled at any time.

Notes:

Only users with the required Quality Management permissions can access the Agent Scoring tab.
The last agent to participate in the conversation is assigned as the evaluated agent.

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Program capabilities

Topics and languages

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Work with a program