Contact Driver by Topics
Updated
Contact Driver by Topics enables you to analyze how contact drivers are associated with specific topics within a case. This capability helps you understand what types of issues are being raised under each topic and how those topics are handled across cases.
By mapping contact drivers to topics, you gain structured insight into the nature of customer interactions and the thematic areas driving contact volume.
Use Cases
Contact Driver by Topics supports the following analytical scenarios:
Issue Trend Analysis
Use topic‑level contact driver insights to:
Identify high‑volume contact drivers under specific topics
Detect emerging or recurring issues within a topic area
Understand which topics contribute most to overall case volume
Process and Knowledge Gap Identification
Analyze topic‑linked contact drivers to:
Identify topics with frequent or repeated contact drivers, indicating unclear processes or documentation gaps
Detect areas where self‑service or knowledge content can be improved
Understand which topics generate the most follow‑up or escalations
Topic‑Based Performance and Ownership Analysis
Use contact drivers by topic to:
Assess how effectively topics are being handled across cases
Identify topics that require better routing or clearer ownership
Correlate topic‑level contact drivers with resolution outcomes
Steps to View Contact Driver by Topics
To view topic‑level contact driver details for a case:
Open the Cases Analytics view.
Select the Topics card to expand the Topics section.
Review the detected Topics for the selected case.
Select a Topic to expand its details.
Topic Attribution Details
When you expand a topic, the system displays an Agent tag that indicates agent ownership for that topic.
Field | Description |
Agent | Specifies the agent to whom the topic was assigned for the case |
This helps you understand who was responsible for handling the topic associated with the contact driver.
Click the ‘Agent’ icon to switch to Agent view for Topics.
Why This Matters
Analyzing contact drivers by topic helps you:
Connect customer issues to broader thematic categories
Identify systemic problems within specific topics
Improve topic design, routing, and ownership models
Make informed decisions on process improvements and content strategy
By combining Contact Drivers with Topics, you gain a clearer and more structured view of why customers are reaching out and how those issues are categorized and managed.