Topics tab

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • Use the Topics tab in the Conversational Analytics dashboard to identify the least and best performing topics.

    Important:

    Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See Conversational Analytics dashboard in Platform Analytics experience.

    For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see Migrate data to Conversational Analytics dashboard in Platform Analytics experience [KB1651556].

    The Topics tab provides insights into which Virtual Agent (VA) topics are performing well and which aren’t. You can also select multiple topic categories using the Select Categories dropdown to visualize data based on your selection. To use the Topics tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

    Virtual Agent dashboard topics tab.

    Worst performing topics

    The Worst performing topics chart provides multiple ways of detecting chat topics that didn't work. The horizontal axis lists the chat topics. The subtabs include:
    • Least used—The topics used least in chats.
    • Incomplete—The topics the user abandoned without resolution.
    • Transfer to Live Agent—The topics the user couldn't resolve with Virtual Agent. So, the user transferred to a live agent.

    Best performing topics

    The topics in this chart are performing well. The horizontal axis lists the topics. The count on the vertical axis varies depending on the subtab selected:
    • Most Used—Number of times users used a topic.
    • Complete—Number of times users completed a topic without the assistance of a live agent.

    Spokes used

    For more information about the spokes used, see Legacy - Spokes.

    List of topics

    The Topics page list the topics used in the date range specified in the Conversational Analytics Dashboard.

    Virtual Agent dashboard list of topics.

    Table 1. Topic details
    Topic information Description
    Correct NLU Prediction % Percentage of times this topic name was predicted correctly out of all times this topic name was predicted. A correct prediction means that VA showed that a predicted topic and a user selected it.
    Initiated % Percentage of times this topic ran out of all the topics that ran.
    Incomplete % Percentage of times the user didn't reach the last node in the topic out of all times this topic ran. For example, if the 2 users didn't complete all the nodes in a topic but 8 other users did, the incomplete percentage would be 20%.
    Transfer to Live Agent % Percentage of occurrences where this topic transferred from VA to a live agent out of all the time this topic ran.

    List of topic blocks

    The Topic Blocks page list the topic blocks used in the date range specified in the Conversational Analytics Dashboard.

    Virtual Agent Topic Blocks page showing list of topics.

    The chart shows the number of times each topic block was executed.