What are Topics?
  • 26 May 2022
  • 1 Minute To Read
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What are Topics?

  • PDF

Topics in Conversations are a great way to organize and keep track of your Customer issues, and to discover if there are any patterns or recurring themes to get to the root cause of issues.

Collectively, Topics data can help you identify trends in your Contact Center.

For example, if there is an increasing number of Conversations tagged with the Topic Defective for a particular product, you can use this data to present to your Product Team to possibly check a QA process. 

Use multiple Topics for a Conversation

Agents can associate multiple types of Topics to a Conversation. Keep in mind that the more Topics applied to a Conversation, the more points of data you'll have to analyze.

See Add Topics to a Conversation for more information.



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