View the topic for a contact in the new media player

IMPORTANT The information on this page is about the Topic tab in the new media player. For information about the Topic tab in the classic media player, go here: View AI insights for a contact in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

The Topic tab in the new media player shows the main contact reason that Calabrio ONE identified for the contact.

For more information about topics, see About the differences between Analytics phrases, AI Tags, and Trending Topics.

Prerequisites

Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
Your organization has opted in to access the new media player.
You have the View Contacts and View Trending Topics permissions.
The contact has a transcript. This transcript can be either the transcription of an audio contact or the text record of a digital contact like a chat or email exchange.
An administrator has created a Trending Topics task (see Create Analytics tasks).

Page location

New media player > Topic tab. You can access the new media player by opening a contact from one of these locations:

Analytics > Trending Topics
Analytics > Auto QM
Analytics > AI Tags