Overview

Topic Analytics provides faster insights on the top contact reasons of the contact center. You can create a topic collection to identify the reasons for the call and view the insights for the created collection based on the filter criteria.

On the Overview page, you can choose the call records to create a collection and review it for the selected transcriptions. The transcription is a record of the conversation between the agent and the caller.

Topic collection

You can view the list of collections created for the available transcriptions. The Create topic collection lets you create a collection with selected filters. You can analyze the chat or call conversations between an agent and the caller. The system displays the status of each collection analyzed along with the initiated time and date.

Collection definitions

  • Contact reasons—Contact reasons are AI-generated summaries of the reason for the call.

  • Topics—a representative label for groupings of similar contact reasons. That is, topics are AI-generated groupings with a label that best summarizes the type of call reasons found in that grouping.

Provide Feedback

You can provide feedback on the accuracy of a generated collection or its topics and contact reasons.

  • Collection feedback—On the Topic Analytics page, you can provide quick and easy feedback on the overall collection performance. Click the thumbs up or thumbs down icon to provide a general interest of how helpful the collection is.

  • Contact record feedback—In the Topic Analytics section:

    • Click Thumbs up or Thumbs down to provide a general interest regarding the topic.

    • Click the pencil icon to open the Tell us more text box to provide more information about the topic. If a topic is determined to be helpful or unhelpful, you can provide more details as to why.

Access Topic Analytics

  • Customers must purchase the new AI Assistant add-on SKU (A-FLEX-AI-ASST) for their organization. This add-on includes Topic Analytics and all the AI Assistant features.
  • Currently, only users with the roles of Contact Center Service Administrator or Full Administrator have access to Topic Analytics.

  1. Sign in to the Control Hub using the URL  https://admin.webex.com.

  2. From the Services section of the navigation pane, choose Contact Center.

  3. In Quick links in the right pane, click Topic Analytics to open the application.

    The system opens the Topic Analytics application in another browser tab and you’re automatically signed-in to the application.

  4. From the Overview page, click Topic Analytics to view the Topic Analytics page.

Before you begin

Topic analytics requires a minimum of 2,000 call recordings to successfully perform the analysis.

  • We recommend you to use 7000 unique transcriptions for accuracy. Select transcriptions from the full variety of calls that you receive.

  • You can use only English transcriptions for now.

Create a topic collection

You can create a topic collection based on a set of filter criteria.

  1. Click Create topic collection.

  2. Select the date range to represent the variety of calls for your organization. The date range determines the start and end date of the report for the collection.

  3. Use the filter to select the transcriptions to include with the collection. For example, you can filter by queue, team or agent.

  4. Enter the topic collection name.

  5. Click Review topic collection selections to review the collection selections.

  6. Click Create topic collection.

    Topic collection can take up to 24 hours to complete.

    You can see the following statuses of the topic collection on the Topic Analytics page.

    Table 1. Collection creation statuses
    StatusDescription
    Queued

    The collection request has been submitted and is currently in the queue, awaiting processing.

    In progress

    The collection is currently in the process of being created.

    Complete

    The collection has been successfully created and is now available for use.

    Failed

    The collection couldn’t be created in the system. Contact Cisco support for further assistance.

Delete a topic collection

You can delete a collection that is no longer needed or are less interesting for your analysis.

  • On the Topic Analytics page, click Delete against the collection you want to delete.

View a topic collection

Once you create the topic collections for analysis, you can view the list of topic collections along with the status.

  1. Navigate to the Topic Analytics page.

  2. Click on a topic collection to view the following tabs:

    • Overview—This tab shows the filters such as Date range, Queues, Sites, Teams, and Agents. You can use these filters to create the topic collection. You can see the breakdown of interactions analyzed based on these criteria, depending on the availability of call recordings.

    • Topics—click the Topics tab to view the topics table that lists the following details:

      • Rank—The order of position in the list of identified topics based on a number of transcripts analyzed in the order of high to low.

      • Topic—The label for groupings of similar contact reasons.

      • Transcripts (% of collection)—The number represents the total transcripts that were assigned the given topic label and the % represents the percentage distribution of this topic relative to the total interactions analyzed.

      • Sample contact reasons—The sample contact reasons identified for a given topic.

      You can expand or collapse the individual topics to view all the contact reasons and transcript count corresponding to that topic.

      Also, you can click the Export icon in the top-right corner of the topics table to download the topics in .xlsx format to your local folder for analysis.

      You can click on each topic to view all the contact records corresponding to that topic in the Contact records tab.

      Topics tab

    • Contact records—Lists all the contact records with the following details: Interaction ID, Time and date, Topic, and Contact reason. You can use the search bar to type keywords or choose one or more topics from the drop-down to filter your contact records.

      Also, you can drill down to the following details of a specific contact record from the contact record table. Double-click on a contact to view the following details:

      • Recording of the interaction between the caller and agent for the selected contact record.
      • Transcription of the recording of the selected contact record.
      • Contact details, such as Session ID, Date and time, Duration, Queue, Site, Team, Agent, Origin, and Destination.
      • Topic Analytics where you can view the topic and contact reason corresponding to the selected contact record.

      • Provide feedback on the topic and contact reason. For more information, see the Provide Feedback section.

      Contact records tab

Edit topics in topic collection

Topic Analytics enables you to modify your topic collections, allowing you to tailor the topics to better fit specific business needs, language, and terminology. You can perform the following edits:

  • Rename topics
  • Merge topics
  • Delete topics
  • Add new topics

To edit your topics, first create a copy of your current collection. This copy retains the same date range and filter settings, and any changes you make to your existing topics apply to the new collection.

1

Navigate to the Topic Analytics page.

2

Click on a topic collection that you wish to edit.

3

Click Edit Topics on the top-right corner.

4

In the Name Copy screen, edit the topic collection name. By default, <Copy of existing collection name> appears in the Topic collection name field.

5

Click Next.

6

In the Edit topics screen, you can perform the following edits:

  • Add new topic: Click Add new to add a new topic to the collection.
    • Enter the topic label and contact reasons for the topic and click Save.

    • You can see the new topic in the list with the specified contact reasons and the topic status as Added in the Most Recent Edit column.
    • To add more contact reasons to the new topic, click the Edit icon in the Sample contact reasons column and enter the contact reasons.
  • Rename topic: In the Topics column, edit the topic name in the text field to rename the topic. You can view the topic status as Renamed in the Most Recent Edit column.
  • Merge topics: Choose the required topics from the list and click Merge.
    • Enter the new topic label for the merged topic and click Save to combine the selected topics.

    • You can see the new topic in the list with the combined contact reasons and the topic status as Merged in the Most Recent Edit column.
    You can merge only if you choose at least two or more topics from the list. You can't merge the newly added topics with the other existing ones.
  • Delete topics: Choose the required topics from the list and click Delete to remove the topics from the collection. You can view the status of the topics as Deleted in the Most Recent Edit column.
    You can't delete the deleted or merged topics.
7

Click Next.

8

On the Review edits screen, you can review changes made to topics within a collection. The Before column displays the original topics before editing, while the After column displays the edited topics.

9

Click Create new topic collection.

10

On the Done screen, you can view the topic collection details such as Name, Edited from, and Topic changes. Click Done to view the new topic collection on the Topic Analytics page. You can track the progress of the topic collection creation in the Status column.

Frequently Asked Questions (FAQs)

This section answers frequently asked questions about using the Topic Analytics feature.

  1. What are the requirements for using the Topic Analytics feature?

    Topic Analytics requires a minimum of 2000 meaningful English recordings to function effectively.

  2. What should I do if I encounter transcription errors or content inaccuracies in Topic Analytics?

    If you experience transcription errors or content inaccuracies, ensure that your call recordings are clear of good quality, and relevant to the topics being analyzed. Transcripts generated from low-quality or irrelevant recordings can lead to inaccuracies, often referred to as hallucinations, where the AI misinterprets the content. Additionally, ensure that you have the required number of meaningful recordings, as a low count of relevant data can also impact the accuracy of the analysis. If these issues still persist, contact technical support for further assistance.

  3. How do I ensure that Topic Analytics is enabled for my organization?

    Topic Analytics is enabled for organizations using the AI Assistant Add-on with version Flex 3.0. Ensure that the user logging in has either the Contact Center Administrator role or the Full Administrator role.

  4. How does Topic Analytics handle recordings stored with third-party solutions like Calabrio WFO?

    Currently, Topic Analytics is designed to work optimally with recordings stored in Cisco's S3 storage. While recordings managed by third-party solutions like Calabrio WFO may still be accessible for analysis, full functionality and support are ensured when using Cisco's storage. For the latest updates on third-party integration capabilities, consult your account manager.

  5. Why isn't Topic Analytics offered as a standalone feature?

    Topic Analytics is bundled with the AI Assistant to provide a comprehensive suite of features at a consistent cost. This bundling ensures efficient analysis of all interactions. As part of its ongoing development, Topic Analytics will evolve to support more comprehensive, timely, and data-driven decisions. Future enhancements will include new reporting capabilities in Analyzer and expanded channel support, offering increased benefits for agents, supervisors, and AI agent interactions.

  6. How is billing handled for Topic Analytics, and are conversations billed multiple times?

    Billing is based on the initial processing of each conversation. Conversations are not billed multiple times, even if they are analyzed under different filters. You will not be double billed as part of the bundle; each conversation is charged only once when first processed.