Adding Topic Category field in the Interaction logs

Yasmin · ‎06-30-2022

Is there a way to add the topic category on the Interactions Log within Interaction record?

What we are trying to do is identify if and HR topic was invoked during the VA session. All of our HR topics are categorized as HRSD in the sys_cb_topic_category.list table. This way we can differentiate if the user invoked an IT or HR topic, or both during an VA interaction for metrics purposes.

Currently, within the Interactions table > Interaction Logs section, we can see which topics ran, but we cannot tell if the topic is HR or IT or both. This is one way we think we can achieve this, perhaps there are other ways we have not heard of...

Chris D · ‎07-06-2022

Custom field and a business rule to populate it, sure, don't see why not.

Keep in mind that the topic listed in the Interaction Log table isn't actually the topic, but rather a reference to the Conversation Task, which itself then has a reference to the Topic (sys_cs_topic, that is).

Though now that I look at the data, you can get to sys_cb_topic from sys_cs_topic, and as you alluded to, categories are assigned to the sys_cb_topic record...

Unfortunately the Conversation Task is linked to the Interaction Log via a Document ID field, as opposed to a Reference field (to one specific table), which means that you can't dot walk it. If it was a reference field, your request would be as easy as a simple dotwalk, using the data relationships I explained above.

What you can try to do - sorry I have no experience creating so I don't know if it'll work for sure - is creating a VIEW to join the interaction_log table to the sys_cb_topic table (via sys_cs_conversation and sys_cs_topic remember) and then use that view to be able to report and/or otherwise easily see which conversations used which topics. Make sense?

If that doesn't work, then I say custom field on the Conversation Task table (or on the Interaction Log table as you prefer) and then a custom business rule on insert to populate that field, again using those relationships above.