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. Selecting a topic chart bar or row opens Activity with that topic filter, which is the right way to see the conversations behind a label. Topics are accumulated usage data, not a chart limited to the Analytics date selector, so do not read the ranking as “top topics this month” unless you confirm it in Activity.
Topics can be detected from conversations, and authorized administrators can add, edit, delete, and merge them. The manager may suggest similar names to merge. Those suggestions use simple name overlap, not a semantic or human-quality review, so inspect both topics before accepting a merge. Renaming or removing a topic affects the stored labels associated with 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.