View trending topics dashboard
Identify clusters of related records and visualize their volumes and sentiment trends over time using the trending topics dashboard and GenAI-generated insights.
The trending topics dashboard provides visibility into emerging issues across cases. It includes interactive widgets, filters, and GenAI-generated insights to help identify trends, understand root causes, and improve efficiency.
Widget Overview
| Function | Description |
|---|---|
| Trending Topics Widget | The trending topics widget can be accessed from the CSM/FSM configurable workspace home page and provides an overview of current trends. You can access more detailed information by selecting View dashboard and navigate to the details page. |
| Data Scope | The widget displays topics that have at least one open case and a minimum of two total records. |
| Interactivity | When you select on a topic, the dashboard opens pre-filtered topic details for that specific topic. |
| Refresh button | Selecting the Refresh icon updates the data for the top 10 trends, ensuring you have the most current information at your fingertips. |
In-depth View Page Structure
The in-depth view page is divided into two sections: Data Visualizations and GenAI Insight Cards.
Data Visualizations – List View
Displays the top 10 trending topics with the following attributes:
- Topic description
- Total records
- Total record change
- Affected accounts
- Number of agents
- Customer sentiment
Filters include:
- Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State
- Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
- Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State.
- Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
The dashboard provides several key features to analyze and understand record trends and case status.
- Record Trend Chart: Visualize the total records on a specific date.
- Record Details Chart: Examine the case status of various cases on a particular date.
Trend Breakdown: Trend analysis can be segmented by multiple categories, including, Region, Assignment Group Account Agent Category Product Channel Priority State.
- Average trend score
- Record count by trend bucket
This breakdown provides a detailed understanding of trends across different dimensions and regions.
GenAI generated Insight Cards
Automatically generated insights give you information about general trends and include:
- Most impacted accounts - Accounts impacted by the highest volume of records among the top 10 trends. Top insight for the top account with the highest number of cases are displayed.
- Most impacted products- Products impacted by the highest volume of records among the top 10 trends. Top insight for the top product with the highest number of cases are displayed.
- Most impacted assignment groups - Assignment groups impacted by the highest volume of records among the top 10 trend. Top insight for the top assignment group with the highest number of cases are displayed.
- Most impacted channels - Channels impacted by the highest volume of records among the top 10 trends. Top insight for the top channel with the highest number of cases are displayed.
You can select Related record to open a new page with a list that shows the corresponding cases referenced in the graph and select the refresh icon 
to see the most recent update.