Topics tab

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

    • 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.

    Virtual Agent dashboard topics tab.

    Best performing topics

    The Best performing topics indicators show 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.

    Underperforming topics

    The Underperforming topics indicators show 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.
    • Transfer to Live Agent—The topics that were transferred to a live agent because VA couldn't resolve user's query.

    Spokes

    The Spokes indicator provides details of the spoke, actions, subflows, and topics that executed the spoke. Select a spoke on the chart to view the details of the spoke. For more information, see Spokes.