Monitor Trending Topics

AI trending topics help you tackle unknown unknowns in contact centers by uncovering what's actually happening in your contact center. A conversation topic is the specific reason why a customer contacted you. Trending Topics mine an entire conversation to determine the overall conversation topic.

Video Overview: Using Trending Topics to find out what your customers are talking about (length 05:16)

Trending Topics work together with Analytics phrases and AI Tags to help you understand the voice of the customer, but these three features help you do different things when it comes to analyzing contacts. For an explanation of how and when to use these different features, go to About the differences between Analytics phrases, AI Tags, and Trending Topics.

Prerequisites

  • Your organization has an Analytics Enterprise or Analytics Enterprise Plus license.
  • You have the View Trending Topics permission.
  • (To work with topics) You have the Edit Trending Topics permission.
  • (To view the Notifications panel) You have the View Trending Topics Notification permission.
  • (To set and manage usage alerts for Trending Topics) You have the Edit Trending Topics Notification permission.
  • An administrator has created a Trending Topics task (see Create Analytics tasks).

Page location

Analytics > Trending Topics

Procedures

View the metrics for a topic

The AI-Generated Topics tab displays AI-generated topics and topic-level metrics, letting you swiftly comprehend the reasons behind customer inquiries.

  • Click a topic in the table. The topic details page opens showing the following information:

    Metric Description
    Volume The number of single contacts and new contacts. If a call is transferred to another agent, it is a new contact.
    Average Call Handle Time The length of time between the start of the interaction and the end of the interaction.
    Average Agent Response Time

    The average length of time between the end of each customer utterance and the start of each agent utterance.

    EXAMPLE   A customer stops speaking when the time stamp is 1:04, and they remain silent until they speak again when the time stamp is 1.15. The response time is 11 seconds.
  • To see details for a date, hover over a point on the charts.
  • To adjust the level of detail in the chart, select a different date period from the View by day drop-down list.

Customize the columns on the page

  1. Click Columns. The Columns window opens.
  2. To add a column, select its check box. To remove a column, clear its check box.

The table below describes the columns on the Trending Topics dashboard.

Column name Description
Name The topic that Calabrio ONE automatically identifies based on the conversation context.

Volume
Total The number of contacts that are associated with the topic.
Trend How the number of contacts associated with this topic has changed over time.
% of total Of all the contacts that are associated with any topic, the percentage that are associated with this topic.
% change How the number of contacts that are associated with this topic has changed. The time frame for the comparison is based on what you select from the Date range filter.

Call Handle Time
Average The average handle time for calls that are associated with this topic, not including after-call work time.
% change How the handle time for contacts that are associated with this topic has changed. The time frame for the comparison is based on what you select from the Date range filter.

Agent Response Time

Average

The average length of time between the end of each customer utterance and the start of each agent utterance.

EXAMPLE   A customer stops speaking when the time stamp is 1:04, and they remain silent until they speak again when the time stamp is 1.15. The response time is 11 seconds.

% change

How the agent response time for calls that are associated with this topic has changed over time. The time frame for the comparison is based on what you select from the Date range filter.

First Found

Date

When Calabrio ONE first identified this topic among your organization’s contacts.

Filter topic information

  1. Select an option under the Date range, Direction, or Organization drop-down lists.
  2. Click Apply.

The table below describes the filters on the AI Tags dashboard.

Filter name Description
Date range Filters topics based on when the contact that is associated with the topic was recorded.
Direction Filters topics based on the direction of the contact that is associated with the topic.
Organization Filters topics by the group, team, or agent who handled the contact.

Search for a topic

  • Enter the name or part of the name in the Search topics field. The page updates automatically.

Rename a topic

  1. Click the pencil icon next to the topic name.
  2. Edit the topic name and then press the Enter key.

Combine topics into a larger parent topic

If two or more topics that Calabrio ONE identifies are similar, you can combine them to analyze them together. To view metrics for the individual child topics, see View metrics for sub-topics that are grouped inside a topic.

  1. Select at least two topics in the table.
  2. Click Actions and select Group AI-Generated Topics. The Group AI-Generated Topics window opens.
  3. Enter a name for the new parent topic group in the Enter group name field.
  4. Click Save. The window closes.

View metrics for sub-topics that are grouped inside a topic

As part of managing topics, you can group topics together into parent topics (see Combine topics into a larger parent topic ). Follow these steps to see information about these child topics.

  1. Click a topic in the table. The topic details page opens.
  2. Click the Grouped Topics tab. A list of child topics appears, along with a list of individual contacts that are associated with each child topic. Click a contact to view its transcript.

View individual contact transcripts for a topic

  1. Click a topic in the table. The topic details page opens.
  2. Click the Transcripts tab. This tab shows transcripts for individual contacts that are associated with the topic.
  • To filter transcripts, select options from the Call Handle Time, Agent Response Time, or Organization drop-down lists and click Apply.
  • To favorite a transcript, click the star icon. Click View saved transcripts to view all of your saved transcripts.
  • To view additional contact information, click the Transcript information icon .
  • To open the contact in the Media Player, click the Media player icon .
  • To export the transcripts in bulk to a CSV file, click Export.
  • To use Advanced Search Options, click the filter icon. You can filter by Transcripts or Contact ID from the Search drop-down list and, if you select Transcripts, you can filter by All messages, Agent messages, or Customer messages from the Find results drop-down list. After you select the filters, click Apply.

Compare the occurrence of different topics

The Impact Analysis tab is a comparative view that contrasts behaviors across distinct time frames, letting you rapidly assess the effectiveness of interventions, such as pre-performance and post-performance coaching initiatives.

  1. Click Impact Analysis.
  2. (Optional) Select the appropriate Direction or Organization filters, and then click Apply.
  3. In the Comparison period A tab, select a time frame that you want to compare and click Next.
  4. In the Comparison period B tab, select a time frame that you want to compare and click Next.
  5. In the AI-generated topics tab, search for and select the conversation topics that you want to focus on, click Add, and then click Show results.

View metrics for all topics

The Aggregated metrics tab is a unified view that facilitates rapid trend analysis across all topics, letting you effortlessly track key performance indicators, such as average call handle time, agent response time, and so on, for entire agent teams or custom time periods. Low handle time calls are excluded from the metrics. However, the calls are still available in the Low Handle Time Calls category.

  1. Click Aggregated metrics.
  2. Select a Date range.
  3. (Optional) Select the appropriate Direction and Organization filters, and then click Apply.
  4. Click Volume, Avg. Call Handle Time, or Avg. Response Time to view results.

View a record of changes to topics

You need the View Trending Topics Notification permission to view this change record.

  1. Click Notifications (the alert icon in the upper-right corner of the page). The notifications panel opens.
  2. Click the Activities tab to see changes that were made, who made them, and when.

View your monthly usage rate for Trending Topics

Your organization has purchased a specific amount of usage for Analytics features like Trending Topics that run on AI. If your organization exceeds this level, Calabrio will charge extra for the additional usage. You need the View Trending Topics Notification permission to view the usage rate.

  • Click Notifications (the alert icon in the upper-right corner of the page). The Alerts panel opens. If an administrator has set up usage notifications (see Get notified about usage level for Trending Topics), this panel contains details about how many contacts Analytics AI has processed in the current billing cycle.

Get notified about usage level for Trending Topics

Your organization has purchased a specific amount of usage for Analytics features like Trending Topics that run on AI. If your organization exceeds this amount, Calabrio will charge extra for the additional usage. Follow these steps to stay on top of your usage. You need the Edit Trending Topics Notification permission to do this.

NOTE   The settings you enter here also apply to other AI-based Analytics features that your organization uses, such as Auto QM and AI Tags. See Monitor automated evaluation scores and Monitor the trends in AI Tags.

  1. Click Configuration. The Configuration window opens.
  2. In the Monthly billing cycle section, select your contract start date.
  3. In the Monthly usage limit section, enter the number of interactions included in your license.

  4. In the Alert threshold field, enter the percentage of usage at which you want to be notified.

    EXAMPLE   You want to be notified when your organization reaches 90% of your contracted usage rate. You enter 90 in the Alert threshold field.

  5. Click Update.

Export Trending Topics data

  1. Filter Trending Topics data as desired.
  2. (Optional) Add or remove columns on the page. The CSV download contains information only from the columns that are visible on the page. See Customize the columns on the page.
  3. Click Export. The file downloads to your device.

Related topics