Topic spotting – What are topics used for?
A topic encapsulates a business level intent detected within interactions. Key phrases represent business level intents, and they can be a call reason (for example, cancellation), an agent skill (for example, upsell attempt), or an indication of a customer’s dissatisfaction (for example, escalation).
The recognition engine locates and tags key phrases for easy data search and mining.
For more information, see Work with a topic, Topic Trends Summary view, and Topic Trends Detail view