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Speech Analytics Speech Center is missing categories and topics
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Speech Analytics Speech Center is missing categories and topics

Symptom

Quality Management Speech Analytics Speech Center is missing categories and topics

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Applies To

  • Quality Management tenants provisioned with Speech Analytics

Resolution

Tenant has been provisioned with Speech Analytics, however the .csv file that contains all the predefined topics and categories has not been attached to the Speech Center. These categories and topics can be manually configured, however a .csv file that contains standard categories and topics can be imported.

The content.csv file needs to be imported onto the Speech Center by clicking on "Import" button in the top right corner and then selecting the .csv file.

All calls from that point on will be classified according to their phrases and keywords. A reclassification might be required to ensure that all past calls fall into the relevant categories.

Cause

The tenant has has not been provisioned with the default categories and topics.

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