Reporting on Topics
Updated
You can create reports on Topics. Two new dimensions are now available in Social, Inbound, and Service Analytics:
Name | Description |
Topic Type | Categorizes topics discussed in customer-agent conversations, based on predefined analytics use cases. Can be plotted at the case, interaction, call, or message level. |
Topic Name | AI-detected topics discussed during conversations. Can also be plotted at the case, interaction, call, or message level. |
Filtering Capabilities
Users can plot these against:
Topic Type & Topic Name: Multi-select picklists with case-insensitive search.
Topic Keywords: Supports logical text queries with AND, OR, and NOT operators. Matching is case-insensitive.
Examples: “Billing” OR "Shipping”.
.jpeg "image (4).jpeg")