Use ignore lists to refine topic miner suggestions

Use built-in and customizable ignore lists to avoid repeated or irrelevant suggestions from the topic miner. When you use the topic miner in Workforce Engagement Management (WEM), you can exclude topics and phrases that you already acted on—or just don’t need—using ignore lists. These built-in and customizable lists help you surface fresh, relevant content by hiding already used or unwanted suggestions.

Ignore lists overview 

Topic miner checks for matches between its mined data and existing speech and text analytics (STA) topics. When matches occur, the miner considers those existing phrases and topics as an “ignore list.” Therefore, the topic miner does not suggest those phrases that exist in your data. 

You can manage the ignore lists for topics or phrases: 

• Topic Ignore list: This list prevents entire topics from appearing again in the topic miner. 
• Phrase Ignore list: This list prevents specific phrases from being returned as a suggestion again. 

Turn ignore lists on or off 

By default, Genesys Cloud ignores existing phrases and topics. You can toggle this setting when setting up or editing a miner: 

• Unchecked: Topic miner ignores existing STA phrases and topic themes. This setting is enabled by default. 
• Checked: Topic miner shows all topic themes and phrases, including ones in existing topics. 

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Note: The topic miner automatically excludes phrases that exactly match the phrases that exist in your STA topics. If you add phrases to your custom ignore list, the topic miner also hides similar phrases to reduce redundancy in results.

Add phrases to your custom ignore list 

When reviewing miner results, you can manually ignore phrases that you do not want to receive as suggestions again.

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1. 管理をクリックします。
2. Quality の下で、Topic Miner をクリックします。
3. Create a new miner or open an existing one.
4. Select one or more phrases from a topic theme. 
5. Click Add to ignore list. 
6. Choose the dialect (for example, voice or chat) and the participant (for example, customer or agent). 
7. 保存するをクリックします。

The ignore list supports up to 1,500 phrases per dialect per media type. 

Add topic themes to your ignore list

If an entire topic theme is not relevant, you can add the theme to an ignore list.

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1. 管理をクリックします。
2. Quality の下で、Topic Miner をクリックします。
3. Create a new miner or open an existing one.
4. Next to the theme that you want to ignore, select the check box.
5. Click Add to ignore list.

Genesys Cloud automatically adds all related phrases to the phrase ignore list. You can manage ignored topics for the agent, the customer, or both sides of the conversation.

Manage your ignore list

You can further manage your ignore list by adding phrases manually and you can also restore themes or phrases previously marked as ignored.

Manually adding phrases to the ignore list

You can manually add phrases to the ignored list. The topic miner ignores them in the future.

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1. 管理をクリックします。
2. Quality の下で、Topic Miner をクリックします。
3. Click the Ignored Phrases tab. 
4. Click Add Phrase.
5. Enter the phrase, dialect, and participant that you want to target.
6.    [追加] をクリックします。

Restore topic themes or individual phrases

If items become useful again, you can remove them from the ignore lists.

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1. 管理をクリックします。
2. Quality の下で、Topic Miner をクリックします。
3. Click the Ignored Phrases tab or the Ignored Topic Themes tab. 
4. Select the items that you want to restore. 
5. [削除] をクリックします。  

These restored items will appear in future miner results but do not affect past analyses.