Topics details

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Use the Topic Details page in the Conversational Analytics dashboard to see the details of the Virtual Agent (VA) topics.

    Get additional information about the topics

    You can select the visualized data selecting the topic from the list. Details about the data you selected displays.

    Virtual Agent Analytics Dashboard topic details sub-tab.
    Note:
    The Y axis is evenly divided over 10 increments. If there are fewer than ten values on the Y axis, some values repeat, for example, five 1's in the previous image.
    Use the list menu to display one of the chat interactions in the topic you selected. This page shows:
    • Topic Usage—The number of times the topic was used each day.

      You can display the number of occurrences and user sessions of the selected topic by selecting Download.

      Event occurrences table showing date, event name, number of occurrences, and sessions.

      In this example, one chat session happened on 2020-12-16.

    • Topic completion—Number of times the user went to the final node in the topic.
    • Live Agent Transfer—Number of VA chats transferred to a live agent.
    • Last Visited Node—Last nodes users visited before leaving the chat.

      The presumption is the user gave up after the last node they visited.