Topics tab
Use the Topics tab in the Conversational Analytics dashboard to identify the best and underperforming topics.
The Topics tab provides insights into which Virtual Agent (VA) topics are performing well and which aren’t. To use the Topics tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.
Best performing topics
The Best performing topics indicator shows topics that are performing well. The horizontal axis lists the topics. The count on the vertical axis refers to the number of times the topic was invoked by VA.
- Most Used—Topics that were least invoked by VA in conversations.
- Complete—Number of times VA completed the topic without transferring to a live agent.
- Transfer to Live Agent—The topics that were transferred to a live agent because VA couldn't resolve user's query.
Underperforming topics
The Underperforming topics indicator shows topics that didn't perform well. The horizontal axis lists the topics. The count on the vertical axis refers to the number of times the topic was invoked by VA.
- Least used— Topics that were least invoked by VA in conversations.
- Incomplete—The topics the user abandoned without resolution.
Spokes
The Spokes indicator provides details of the spoke, actions, subflows, and topics that executed the spoke. For more information, see Spokes.