View and analyze topics in WFM

Topics empowers you to monitor agent conversations with greater precision, providing a clear, actionable view of customer discussions. By tracking fluctuations in conversation volume and average contact time, you gain valuable insights to optimize agent coaching and scheduling. These insights are displayed through intuitive graphs and tables, making it easier to identify trends and take informed actions.

The topics feature leverages AI to analyze agent interactions and automatically surface key insights directly within your WFM. To learn more about Trending Topics, see Monitor Trending Topics.

Prerequisites

Your organization has an Analytics Enterprise or Analytics Enterprise Plus license.
You have the Web > Intraday > View topics permission.
You have the View Trending Topics permission.

Page location

WFM > Intraday > View topics

Procedures

Analyze graph components

X-axis: Time
- 15-Minutes: Data points are displayed for every 15-minute period.
- Hourly: Data points are displayed for each hour.
NOTE Click the Time interval drop-down to adjust the time granularity, choosing between 15-minutes or Hourly interval.
Y-axis: Volume and Average contact time
- Volume: The number of conversations in a specific time window (for example, 15-minute intervals).
- Average contact time: The average time spent per conversation during that time window.
  
  NOTE Each conversation is timestamped and grouped based on the selected time interval. A conversation timestamped at "2025-05-20 09:58:05" would be placed in the 09:45–10:00 bucket.
- To toggle between these two metrics in the graph, use the Volume (blue) and Average contact time (orange) labels located below the graph:
  - Click Volume to display only the volume data.
  - Click Average contact time to display only the average contact time data.
  - By default, both metrics are enabled, and both values will be shown on the graph.
Topics per time slot
- Hover over a time interval on the graph to reveal a tooltip displaying the top 5 topics based on volume for that specific time slot. The topics are listed in descending order by the number of conversations.

View topics in table format

Click Table view beside Topics to switch to the Table view. This format allows you to explore each topic side by side.

NOTE The Table view is available only when the Hourly time interval is selected.

View topics in analytics

Click View topics in analytics. This will direct you to the Trending Topic dashboard in Analytics, where you can view the full list of generated topics along with detailed information related to each topic.

Export topic data to excel

Click Export to Excel in the upper-right corner of the screen. This will generate an Excel file, enabling further analysis, sharing, or storage of the data.

NOTE The Export to Excel option is available only when you are viewing data in Table view.