Table of Contents
The Topic Usage by Agent report can help you evaluate how often Agents are applying Topics to Conversations.
Key Concepts and Definitions #
These are concepts and definitions you should be aware of to understand this report:
- Conversations are a series of Contacts with a Customer about one or more questions or issues that the Customer has.
Agents are the front line of your Customer Support Center. They handle Conversations and their Contacts and can be assigned to multiple Inboxes. - Topics are what we use to classify or disposition Conversations in Gladly. They’re labels attached to a Conversation that helps identify the issue a Customer’s reaching out to you for assistance.
Understand the basics #
When to use the Topic Usage by Agent report #
Use the Topic Usage by Agent report if you have questions around:
- How often are our Agents applying Topics?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Take action #
Once you understand the report, you can take action and make improvements.
Increasing Topics Used by Agents #
If you are seeing Agents increasingly using a particular Topic, think about the following to understand why this is happening:
- Is there a new product or feature that is causing Customers to ask questions about? This could signal a training and education opportunity to deflect inquiries.
- Make sure you have Answers that you can surface to Customers for your most frequently asked questions. Think of self-service opportunities that your Customers can access through your communication Channels.
- Are the Topics most used by Agents more technical? This could signal a problem with a feature, product, etc. It could also be a sign that your Agents can benefit from additional training.
Topic Used by Agents is Decreasing/Low #
If you are seeing a steady trend or low usage of Topics by Agents, this is generally a good thing but think about the following points if this is the case:
- Make sure that your Agents are applying the correct Topics for their Conversations.
- Make sure that all of your Conversation have Topics applied to them.
- If there are specific Topics with low usage, are those Topics still relevant? Look for opportunities to optimize your Topics to understand better the types of Conversations being handled by your Agents.
- Consider how you may use this information to inform upstream/downstream business processes. For example, if you’re seeing a spike in product defects, you can report this to the product quality team.
Good to know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
- Conversation Close Time by Agent
- Contacts by Agent by Channel
- Customers Helped by Agent
