Topics details

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Use the Topic Details page in the Conversational Analytics dashboard to view key performance indicators of Natural Language Understanding (NLU) 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.