Topics
Review detected conversation topics, curate names, and drill into the sessions behind them.
The Topics tab shows the agent's top ten stored topics by usage, and a manager for all topics. Select a topic chart bar or row to open Activity with that topic filter. Activity shows the conversations behind a label. Topics show accumulated usage data. The Analytics date selector does not limit this chart. If you do not confirm the ranking in Activity, do not read it as "top topics this month."
The system detects topics automatically from conversations. Authorized administrators can add, edit, delete, and merge topics. The manager can suggest similar names to merge. Those suggestions use simple name overlap. They are not a semantic or human-quality review.
Before you accept a merge, inspect both topics. If you rename or remove a topic, this changes the stored labels for its sessions.
Use topic curation to make investigation and reporting clearer, not to manufacture a taxonomy from sparse data. Start with a repeated visitor question. Inspect the matching sessions. Then decide whether it needs better documentation, a new source, a workflow, or a human handoff path.