Mission 1: Explore Topic Analytics

Task 1. [OVERVIEW ONLY] Review Flower Delivery Topic Collection.

1. Go to Contact centre overview. Under Quick Links , click on Topic Analytics. Enter your administrator login user, if prompted.

2. On left side click on “Topic Analytics” and click on collection with name Flower Delivery.

3. Make a note of Total Analyzed interaction and how many of those has recording available.

4. Click on Topic. There are various Topics for which customers are contacting the Contact Center. Knowing this information gives the opportunities for automation and enhanced self-service through virtual agents. For example, one such topic could be Flower Delivery. As a CX Architect/Business leader, you might consider implementing an AI agent capable of creating an order and scheduling deliveries.

5. There is option for you to download the Topics with details.

6. Next, click on the Flower Delivery topic. This will take you to the Contact Record tab, which shows all the contacts associated with this topic, along with the date/time of those calls and the contact reason. If you open any of them, you can view details of the contact, the contact reason, transcripts, and even listen to the call recording.

Task 2. [OVERVIEW ONLY] Review steps to edit Topic Collection.

1. Topic Analytics enables you to modify your topic collections, allowing you to tailor the topics to better fit specific business needs, language, and terminology. You can rename topics, merge topics, delete topics, add new topics.
   Click on Edit Topics on the top-right corner.

2. In the Name Copy screen, edit the topic collection name. By default, Copy of existing collection name appears in the Topic collection name field. For this lab you can call it with any name you prefare.

3. Optionally, topics can be merged or deleted. Please do not do it while working on this lab.

4. Click on Add New

5. Configure the tops with the contact reason examples.
   Add Topic Labol: Flower Reason

   Contact Reasons:
   

   I need flowers for the party
   Need to order flower for Birthday
   Anniversary
   

   

6. Click on Next.

7. [Read Only] Review the Edits but for this lab overview DO NOT click on Create new topic collection, as it would take some time for it to be created.

8. [Read Only] On the next Windows you would see that new collection is creating.

9. [Read Only] From Topic Analytytics you would see that a new Topic collection will be creating, and if you have enough calls with the provided reason, the data will show up in the Topic.

10. For this lab open up topic with name Flower Delivery_2 to see the expected results.

Task 3. Review Topic Analytics reports in AI Assistant Dashboard.

1. From Control Hub login to Analyzer.

2. Click on Dashboard and search for the Dashboard with name AI Assistant Dashboard. Open the Deshboard with ID -1284.

3. Scroll down and select the duration as This Year

4. To check the graph for flower-related topics, uncheck all other topics, leaving only Inquiry on Flower and Costs and Inquiry on Flower Order and Prices.

5. On the right side, you can see the Topic Analytics Summary card with additional information like Interactions, Avg Handle Time, and Average Auto CSAT. You can expand details about the interactions related to the topic by clicking on it.

Task 4. Review custom Analyzer report for Topic Analytics.

1. While in the Analyzer portal, click on Visualizations and search for the report LAB-2342-Topic. Open the report. You should see that there are two new profile variables in Analyzer that could be used to review the Topic details: Topic Name and Contact Driver.

2. You can filter the report to see specific topics. Select Inquiry on Flower and Costs and Inquiry on Flower Order and Prices

3. Review the report after applying the filter.

Congratulations, you have officially completed this mission! 🎉🎉