You can analyze Contact Drivers and Topics at the agent level directly from the Case Analytics view in Sprinklr Mobile App. This feature helps you understand which agents customers reported issues to, which agents responded to those issues, and which topics were discussed throughout the conversation, all from a mobile device.

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The Case Analytics tab provides enhanced visibility into:

• AI-generated conversation summaries
• Contact Drivers by agent
• Topics detected during the conversation
• Agent-level attribution for Contact Drivers and Topics
• Topic markers within the conversation timeline

These capabilities help Quality Managers and Contact Center Analysts understand customer issues, agent actions, and conversation outcomes without switching to a desktop experience.

View Contact Drivers by Agent

Contact Drivers identified within a conversation can now be analyzed by the agents associated with those interactions.

From the Case Analysis tab, select Contact Drivers to open an expanded Contact Drivers view.

Contact Driver View

The Contact Drivers page displays detected contact drivers and the messages associated with each driver.

For each Contact Driver, you can view:

• Contact Driver name
• Driver category hierarchy
• Message snippet
• Detection timestamp
• Agent attribution details

When supported by the Contact Driver data model, the following fields are displayed:

• Reported To – The agent to whom the customer reported the issue.
• Answered By – The agent who responded to the issue.

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Contact Driver Attribution Tags

Depending on the available proof messages, Contact Drivers display one of the following indicators:

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View All Messages

Select View All Messages to review all conversation messages associated with the selected Contact Driver.

The expanded message view displays:

• Message timestamp
• Message content
• Reported To information
• Answered By information

View Contact Drivers by Agent

To view Contact Drivers grouped by agent:

1. Open Contact Drivers.
2. Select the Agent icon in the upper-right corner.

The application displays an Agent View containing:

• Agents
• Unassigned interactions
• Associated Contact Drivers

Expand an agent card to view all Contact Drivers associated with that agent.

Agent View Behavior

When expanded, each agent card displays:

• Contact Drivers linked to the agent
• Associated Contact Driver categories
• Relevant attribution information

Contact Drivers are grouped based on:

• Reported To
• Answered By

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Visibility Rules

The Agent View only displays Contact Drivers generated using the enhanced Contact Driver attribution model.

Contact Drivers created using the legacy Contact Driver model aren't displayed in Agent View because they don't contain agent attribution information.

If proof messages aren't available:

• Reported To isn't displayed.
• Answered By isn't displayed.

View Topics in Case Analysis

The Topics section helps you understand the customer's journey by surfacing AI-detected conversation topics directly within the mobile Case Analysis experience.

Topics are identified automatically using AI and organized by topic type.

Conversation Summary

The Case Analysis widget includes a Summary section that displays an AI-generated overview of the conversation.

The summary provides a concise description of:

• Customer concerns
• Interaction outcome
• Overall conversation context

Topics Section

The Topics section displays all AI-detected topics identified within the interaction.

Topics are:

• Grouped by topic type
• Sorted chronologically according to where they appear in the conversation
• Linked to the messages where they were detected

Each topic card displays:

• Topic name
• Topic type
• Detection timestamp
• Message snippet
• Associated agent information (when available)

Supported Topic Types

The mobile app supports the following topic categories:

View Topics by Agent

To analyze topics by agent:

1. Open Topics from the Case Analysis tab.
2. Select the Agent icon.

The app switches to Agent View, which groups detected topics by agent.

Each agent card displays:

• Agent name
• Associated topics
• Topic type
• Related message snippets

Expand an agent card to review all topics associated with that agent.

This view helps you identify:

• Topics handled by specific agents
• Common customer issues assigned to agents
• Agent behaviors during conversations
• Escalation and transfer patterns
  

View Topic Details

Selecting a topic opens the topic details view.

The details page displays:

• Topic name
• Topic type
• All associated messages
• Timestamps for detected occurrences
• Related agents

If no supporting messages are available, the topic displays: No Messages Found!

Topic Indicators in the Conversation Timeline

The conversation timeline now highlights where topics were detected during the interaction.

Topic Markers

Topic locations are represented using a:

• Black dot marker

Selecting a marker displays:

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Multiple Topics on the Same Message

When multiple topics are detected within the same message:

• Existing clustering behavior is applied.
• The message displays a Topic label.
• Selecting the label displays the associated topic type.

This makes it easier to identify where specific customer concerns or agent actions occurred during the interaction.

Visibility Rules

The Topics section follows these visibility rules:

• Topic types aren't displayed if no topics of that type are detected.
• Agent Hold Reason and Agent Mute Reason are available only for voice interactions.
• Administrators can control the visibility of the Topics section through Case Analytics Record Page configuration.
• If no supporting proof message exists, agent attribution information isn't displayed.