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The Topics tab on the Dashboard shows how conversations are distributed across your configured topics. Use it to compare topic volumes and outcomes, explore subtopics, and inspect daily trends.

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Accessing Topics Analytics

Navigate to Dashboard in the sidebar and select the Topics tab.
You need Admin or Account Manager permissions to access Topics Analytics. Topics must be configured in Conversation Labels and the Topic Analyzer must be enabled for data to appear.

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Dashboard Components

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Topic Distribution

All topics with conversations matching the selected period and filters appear in a ranked list with volume bars and full topic names. Search the displayed topics or select the Volume, Ticket rate, or CX Score column heading to sort. Select the same heading again to reverse the order; the arrow shows the current direction. Volume and ticket rate start with the highest values, while CX starts with the lowest scores. Topics without evaluations stay last when sorting by CX. CX scores and CX sorting appear when the Thread Evaluator is enabled. Open a parent topic to see its subtopics and conversations tagged directly with the parent. Select Back to all topics to return to your previous search and sort. Opening a subtopic or a topic without children takes you to the Conversations list filtered by that topic. Parent totals include all matching subtopics. The parent ticket rate uses their combined ticket and conversation counts. Conversations can carry several labels, so counts and percentages may overlap. Configured labels without conversations matching the current filters do not appear.

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Topic Analysis

Choose any active topic to see its daily conversation volume across the full selected period, including days without conversations. Dates use your dashboard timezone. The daily average includes every displayed calendar day; partial first or last days also count as days. A dashed line marks this average, and darker bars mark the highest daily volume. The peak summary shows its date, or the number of days tied for the peak. The volume change compares the selected period with the immediately preceding period of equal duration, using the same filters. The previous count and dates appear below the total. A zero previous count displays New activity instead of a percentage. Increases and decreases use neutral styling: more conversations do not necessarily mean a better outcome. Parent topics include their subtopics, matching the totals in the topic list; the selector lists each subtopic under its parent. Select View conversations to open conversations with that topic label.

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Filtering Options

The Topics tab shares the same filters as other dashboard tabs:

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Setting Up Topics

To see data in this tab, you need:
  1. Create topics in Conversation Labels — define names, descriptions, keywords, and optional parent/child hierarchy
  2. Enable the Topic Analyzer in Settings > Topic Analyzer — configure custom instructions and settings
  3. Wait for analysis — the Topic Analyzer processes conversations automatically. You can also run analysis manually from the conversation sidebar.