Topics details

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the Topic Details page in the Conversational Analytics dashboard to view key performance indicators of Virtual Agent (VA) topics.

    Get additional information about the topics

    Select a topic from the drop-down to view the indicators associated with the topic.

    Virtual Agent Analytics Dashboard topic details sub-tab.

    The Topic Details page provides the following indicators.
    • Topic Usage—The number of times the topic was used each day.
    • Topic completion—Number of times the user went to the final node in the topic.
    • Live Agent Transfer—Number of times the selected topic was invoked by VA and then transferred to a live agent.
    • Last Visited Node—Last nodes users visited before leaving the chat.

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

    • NLU Prediction—NLU prediction stats for the selected topic.
    • Topic block breakdown—Execution count of the selected topic block in different topics. Use this indicator to view which topic block is executed the most across topics.