Topics Analytics

Visualize conversation topic distribution, trends, and per-agent breakdowns to understand what your users ask about

The Topics tab on the Dashboard shows how conversations are distributed across your configured topics. Use it to spot trending subjects, compare topic volumes across agents, and drill into parent/child topic breakdowns.

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.

Dashboard Components

Topic Distribution Treemap

A treemap showing your top 20 topics sized by conversation count. Each block displays:

Data Point	Description
Topic name	The topic label
Count & percentage	Number of tagged conversations and share of total
Avg CX Score	Average CX Score for conversations with this topic (when Thread Evaluator is enabled)
Escalation rate	Percentage of conversations with this topic where users requested human help

Click a parent topic block to drill down into its child topics.

Topics with high escalation rates or low CX Scores are good candidates for knowledge base improvements or agent instruction updates.

Topics Over Time

A bar chart showing daily conversation counts for your top 5 topics over the selected period. Use this to:

• Spot rising or declining topics
• Identify seasonal patterns
• Detect spikes that may indicate emerging issues

Topics by Agent

A breakdown showing which topics each agent handles most. This is useful when you have multiple agents with different specializations — it reveals whether conversations are reaching the right agent.

Topic / Sub-topic Breakdown

A table listing the top 20 parent/child topic combinations with:

Column	Description
Topic	Parent topic name
Sub-topic	Child topic name
Count	Number of conversations
Avg CX Score	Average quality score for this combination
Escalation Rate	Percentage of escalated conversations

Filtering Options

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

Filter	Description
Time Range	Choose from predefined ranges or set a custom date range
Organization	Filter to conversations from a specific organization
User Type	Filter by user permission level
Agent	Filter by a specific agent

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.

Related Features

• Topic Analyzer - Configure automatic topic assignment
• Conversation Labels - Create and manage topics
• CX Score - Quality scoring shown per topic
• Performance Dashboard - Overview of all dashboard tabs