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”.
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Contextual Filters
Reporting on Topics uses contextual filters to ensure that only valid and relevant topic data can be selected when building reports. As you apply filters, the system dynamically updates related filter values based on the current selection context.
This behavior prevents incompatible filter combinations and helps maintain accuracy in Topics Analysis.
Filter Hierarchy
Contextual filtering in Topic Reporting follows this logical order:
1. Topic Type
2. Topic Name
The available Topic Name values depend on the selected Topic Type.
How Contextual Filtering Works
Filter values dynamically adjust based on previously applied filters.
When you add, change, or remove a filter value, all related filters immediately recalculate their available options.
Only Topic Name/Topic Type values that are valid for the current filter context are available for selection.
Invalid or unrelated values are automatically excluded.
If no valid values exist for the current filter combination, the system indicates that no matching results are available.
Example
If you select Topic Type = Customer Issue Driver:
Only topic names associated with Customer Issue Driver are available.
Topic names belonging to other topic types are excluded.
This ensures that topic names always align with the selected topic type.
Contextual filtering in Reporting on Topics:
Ensures consistency between topic types and topic names
Reduces configuration errors
Improves accuracy of topic-based insights
Simplifies report creation across large topic datasets