Topics are sets of contacts from your contact center that span a specific period of time and match your specified filter criteria. The contacts can come from voice calls, emails, chats, or any combination of the three channels. Voice data becomes available one to two hours after the call took place, or as soon as the call is transcribed into text. Email and chat contacts are available immediately after the interaction.
You can filter the data contained in a topic based on keywordsAn individual word you enter into NICE inContact Interaction Analytics Pros to flag it as a word with special significance or as a word to use as criteria for including or excluding data from a topic or widget., phrasesA combination of words, contained in double quotes (""), you enter into NICE inContact Interaction Analytics Pro to flag it as a phrase with special significance or as a phrase to use as criteria for including or excluding data from a topic or widget., or company profileA form where you can create custom entities that inContact Analytics can use to parse and analyze data that is of interest to your company. terms the contacts contain or do not contain. For example, you could create a topic from now to a week from today that includes contacts containing the phrase 'Death Star' but excludes contacts containing the keyword 'Jedi'. The fields available when you specify your filter criteria provide AND, OR, and NOT search capabilities.
When you create a topic, you can to choose the channels included in the collection of contacts, the filter criteria, the period of time the data spans, the category setThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. you want to apply, and the workspace setA set of multiple workspaces grouped as a reusable template. When you first save a topic, you choose a dashboard set as the starting set of dashboards for the topic. you want to use to view the data.
