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
Report Legend
Agent - The agent that changed the topic during the period of the report.
Number of Topic Changes - The total number of times the agent changed the topic of an interaction during the period of the report. This includes changes to Tickets, Customer Emails, and Ask a Question interaction types.
The Topic change events within this report are based on the date and time the agent performed the topic change action, and are retrieved from the interaction Audit trail.
