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Every conversation is filed under a short topic when it ends, and Analytics counts them in What people asked about. Left to itself, the agent names a topic fresh each time, so the same subject can turn up as “refund request”, “refunds” and “money back”, and none of them looks as big as it is. Your own topic list fixes that. Go to Agents → your agent → Knowledge → Topics.

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Write your list

Type up to 30 topics, one per line, in the words your team uses: “Refunds”, “Delivery times”, “Account access”. Then choose what happens to a conversation that fits none of them:
  • Use my list, and discover new topics too. It’s filed under one of yours when one fits, and under a new topic when none does. Good while you’re still learning what people ask.
  • Only use my list. It’s always filed under one of yours, or under other. Good when your reporting has fixed categories.
Click Save topics. Conversations that end from now on are filed under the new list.

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Re-analyse recent conversations

Saving doesn’t change conversations already filed. To re-file the last 30 days under your list, so the charts read the same way before and after the change, click Re-analyse recent conversations. It works through fifty conversations every fifteen minutes, and the page says it’s running until it’s done. Only the topic changes; summaries, outcomes and sentiment stay as they were.