Monitor Trending Topics

Learn how AI trending topics helps you tackle unknown unknowns in contact centers by uncovering what's actually happening in your contact center.

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

A conversation topic is the specific reason why a customer contacted you. The Trending Topics module mines an entire conversation to determine the overall conversation topic and has the following three tabs:

  • AI-generated topics
  • Impact analysis
  • Aggregated metrics

This module also provides a list of extracted conversation topics and the following metrics that are key to understanding the performance of each conversation topic:

  • Volume - The number of single contacts and new contacts. If a call is transferred to another agent, it is a new contact.
  • Call handle time - The length of time between the start of the interaction and the end of the interaction.
  • Agent response time - The average length of time between the end of each customer utterance and the start of each agent utterance. For example, if 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.

You can use the notification feature to view recent notifications.

AI Tags work together with Analytics phrases and Trending Topics 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

  • You have an Analytics Enterprise license.
  • You have the View Performance by Topics and Edit Performance by Topics permission to view all of the tabs on the Trending Topics page.
  • You have the View Contacts or View Scored Contacts permissions.

Page location

Analytics > Trending Topics

Procedures

View AI-generated topics

The AI-generated topics tab displays AI-generated topics and topic level metrics, enabling users to swiftly comprehend the reasons behind customer inquiries.​

  1. Click AI-generated topics.
  2. Select a date range.
  3. Select the appropriate Group, Team, or Agent filters, and then click Apply.
  4. If you want to show or hide specific columns, click Columns, select the appropriate check boxes, and then click Apply.
  5. Click a topic, click Actions, and then click Compare AI-generated topics to go to Impact Analysis.
  6. Select at least two topics, click Actions, click Group AI-generated topics, enter a group name, and then click Save.
  7. Click Export to bulk export the table to a CSV file.
  8. Click the Metrics tab to analyze the trend data for each metric at the topic level to uncover insights that can inform contact center strategies and improve customer experience.

  9. Click Transcripts to view the individual call transcripts associated with the chosen topic. You can also select the following options:

    1. To apply filters to the Search transcripts field, click the filters icon, click Transcripts or Contact ID, and then click Apply. You can also select additional Call Handle Time, Agent Response Time, and Organization filters.
    2. Click the star icon on any transcript to add it to your favorites. Click View saved transcripts to view all of your saved transcripts.
    3. Click the Transcript information icon to view additional transcription information.
    4. Click the Media Player icon for a specific transcript if you want to view more information in the Media Player.
    5. Click Export to bulk export the transcripts to a CSV file.
    6. 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.
  10. Click Grouped Topics to view other topics that are grouped with the currently selected topic and drill down into conversations associated with the other grouped topics to gain a more granular understanding of the topics.

View the impact analysis

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

  1. Click Impact Analysis.
  2. Select the appropriate Group, Team, or Agent 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.
  6. Compare conversation topic metrics from period A to period B.

View the aggregated metrics

The Aggregated metrics tab is a unified view that facilitates rapid trend analysis across all topics, enabling users to 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. Select the appropriate Group, Team, or Agent filters, and then click Apply.
  4. Click Volume, Avg. Call Handle Time, or Avg. Response Time to view results.

Configure a cap notifcation

In the Configuration tab, you can configure alerts that notify you when you approach a usage cap. If you exceed this usage cap, there will be overage pricing for the extra usage. You can configure three types of notifications:

  • Number of contracted licenses.
  • Cap for the number of interactions per agent per month.
  • Percentage for overage.

You receive one notification daily for each of your configured alerts. There are three types of notifications:

  • Daily usage notification - Receive notifications on a daily basis to show monthly usage.
  • Near overage notification - Receive notifications when you are close to the percentage usage cap and will be charged by overage if you exceed the cap.
  • Overage alert - Receive notifications when you have exceeded the usage cap and will be charged by overage.

To configure an alert, complete the following steps:

  1. Click Configuration or click the Alerts icon and then click Go to Alerts Configuration.
  2. Select the starting date that is in your contract.
  3. Enter the number of contracted licenses included in your license.
  4. Enter a percentage cap for interactions, so that they will an trigger alert.
  5. Click Update and then close the window.
  6. To view alerts, click the Alerts icon in the upper-right corner.

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