Topic Change Analysis

The Topic Change report shows a count of all the interactions for which an agent changed their topic during the time frame specified.  This report helps to understand whether filters are properly designed, because an excessive number of topic changes indicates messages are not being properly queued. The topic listed is the destination topic, not the original topic.

Setup Required

There is no setup required. The report uses standard iService interaction information.

Parameter Selection

Select the segment, topics and agents to include in the report.

Report Example

Click to expand