Open Analytics > Topics Explorer. The Topic Explorer clusters your real conversations into named topics, so instead of reading transcripts one by one, you see at a glance what people ask about most, how they feel about it, and whether each topic is growing or shrinking.

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What each topic shows

Use the controls at the top to change the date range and the number of topics shown. Selecting a topic opens its detail view with the trend chart and representative conversations.

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What to do with what you find

1

Find high-volume topics with negative sentiment

These are your biggest improvement opportunities: many customers hit them and leave unhappy.
2

Check whether the agent can handle them

Read a few conversations in the topic. If answers are wrong or missing, the fix is usually a knowledge source under Sources > Documents or a new Skill.
3

Watch for emerging topics

A topic trending up from nothing often signals a product change, an outage, or a new campaign. Catching it here beats waiting for escalations.
4

Promote frequent topics to suggested prompts

If a topic is common and the agent handles it well, add it as a suggested prompt so customers reach the answer in one tap.

AI performance

The headline numbers behind these topics.

Data sources

Add knowledge for topics the agent misses.