Topics

The Topics report lets you see the top reasons why your Customers were contacting you. When using the report filters, you can pick up to 40 Topics at the same time to generate a report.

The Topics report consists of two sections: Trending Topics and Detailed View by Topic.

Top Section: Trending Topics #

The top section shows you the trending Topics over the selected date range. This is the number of created conversations tagged with a specific Topic.

By default, the report will display the top Topics. The “top topics” are the topics that have been applied to the most number of conversations.

You can view up to five Topics on the graph at the same time. You can select entire hierarchies or sub-topics to display in the report. If you select more than five topics, the table will show all of the topics, and the graph will display the top five Topics.

If a sub-topic is added, we also count that sub-topic in all higher-level Topic counts. See Principle 2. This means that the highest level Topics are most likely the “top topics” displayed on the graph by default.

Bottom Section: Detailed View by Topic #

The bottom section is a table of every Topic assigned, according to the overall volume over the selected date range and broken down by the selected roll-up view (i.e. ‘Daily,’ ‘Weekly,’ ‘Monthly’ or Quarterly’).

You can sort the columns and click on any of the numbers to be taken to search to find out more details about the selected conversations on the table.

If a Topic that has sub-topics is selected in the Topics filter, the table will show all of the sub-topics of the selected Topic.

You can sort the table in ascending or descending order according to:

• Topic Name
• Total Created Conversations
• Selected roll-up view (i.e., the dates in the header row)

To sort, click on any of the metrics above. 

What it tracks #

• Topic Name – The Topics assigned within the selected date range.
• Total Created Conversations – The total number of Conversations created with that Topic within the selected date range.
• Total Created Conversations (broken down by roll-up view) – The total number of times a Topic was assigned to a Conversation over the selected roll-up view (i.e., ‘Daily,’ ‘Weekly,’ ‘Monthly’ or Quarterly’).

CSV Download #

To download a CSV of the Topic report, click Download CSV after generating the report.

What it tracks #

• Topic Name – The Topics assigned within the selected date range.
• Topic ID – Unique Topic ID used to identify the Topic.
• Created Conversations – Sub-Topic Roll-Up – Count of sub-topic used for a Conversation when the Conversation was opened.
• Created Conversations – Directly Applied Topics – Count of specific Topics used for a Conversation regardless of parent Topic when opened.
• Closed Conversations – Sub-Topic Roll-Up – Count of sub-topic used for a Conversation when the Conversation was closed.
• Closed Conversations – Directly Applied Topics – Count of sub-topic used for a Conversation when the Conversation was closed.

Sub-Topic vs. Directly Applied Topics #

Let’s say you have a Topic hierarchy with “Returns,” where the next layer has “Shoes,” “Socks,” “Shorts” below it. In the Topics menu, an Agent might see:
• Returns > Shoes
• Returns > Socks
• Returns > Shorts

Let’s say you select “Socks.”
• For Directly Applied, that would count as “1” for Returns and Socks and 0 for Returns. This is only counting the specific Topic that was applied/selected by the Agent. In this case, it’s “Socks.”
• For Sub-Topic Roll-Up, it would count as “1” for Returns and Socks and “1” for Returns because this is rolling up any of the times the sub-topic of that Topic was applied.