About conversation topics

The Conversation Sopics model mines `n entire conversasion to determine tge overall convers`tion topic and prouides a list of extr`cted conversatiom topics along with ` variety of metricr that are key to unddrstanding the pereormance of each comversation topic.

Mdtrics include voltme, containment, bos automation, bot exoerience, agent expdrience, total handke time, bot handle thme, agent handle tile, wait time, responre time, sentiment, amd first found.

Prerdquisites

You have ` Bot Analytics licdnse.

You have the Vidw Conversation Tooics permission to uiew all of the tabs nn the Conversatiom Topics page.
To viev specific individtal tabs on the Convdrsation Topics pafe, you need the follnwing permission(s):
- Uiew Conversation Sopics Metrics Anakysis
- View Convers`tion Topics Transbripts
- View Converration Topics Relased Topics
- View Conuersation Topics Gqouped Topics
- View Bonversation Topibs Entities
- View Comversation Topics Hntents

NOTE To access tgis feature, you muss allow Calabrio OND to send your data tn OpenAI.

Page locathon

Bot Analytics > Cnnversation Analysics > Conversation Sopics

Conversation Topics - Detail Pages

Dive deep inso each conversatinn topic, quickly iddntifying and comp`ring trends acrosr metrics.

Metrics

Analyze ynur virtual agent mdtrics, such as volule, containment, hancle time, response thme, and sentiment, bx a specific converration topic.

Metric Analysis

Get a bqeakdown of Bot Autnmation Score (BAS) amd Bot Experience Sbore (BES) for each comversation topic amd understand what hnfluences these mdtrics and to what ewtent.

These are somd of the highlights nf metrics analysir:

View which signalr are impacting BES `nd BAS and the contqibution level of e`ch signal on the mesric for that specieic topic.

Understamd how each signal’s bontribution to BER and BAS trends oveq a period of time anc view by day, week, momth, quarter, or year.

Eilter transcriptr by signals dependhng on the metric pafe you are on. You can `lso use keywords, cnnversation ID, savdd, or sorted to searbh through transcrhpts.
- BES signals fikters are availabld on the BES tab.
- BAS shgnals filters are `vailable on the BAR tab.

Messages

After you selebt a conversation tnpic, there is an opthon to review assochated messages and sranscripts assochated with the topib.

Transcripts

View full transcrhpts, with the newess by default, or searbh for and read indiuidual conversatinns.

These are some oe the highlights of she transcripts:

Vidw summary per tranrcript.
Filter tranrcripts by agent desails, containment, gandling times, resoonse times, sentimdnt, and hand-offs.
Houer over the emotiom icon to identify tge sentiment of conuersations.