The details for the selected topic are displayed in the Topic Details panel. After changing any details for the topic, you must click the Save button or changes will not be saved.
Editing the details of a topic
Topic Name - The topic name is display in topic menus and all pages where a topic is selected (e.g., Manage Messages). It can also be displayed to customers (if visibility is public), so always use a meaningful name.
Parent Topic - Topics are hierarchical, and the parent topic determines where the topic exists within the hierarchy.
Visibility - Select whether you want the topic to be visible as public (anonymous and customer user types may view this topic), private (viewable by agents only), or deleted (not viewable by any users).
Customer Ticket Filter - If you would like to filter messages that are received through Customer Ticket Forms (i.e., not incoming email), select the appropriate filter from the drop down menu. These filters will be applied to questions that are submitted from a customer ticket form only. To filter questions submitted via email, add a filter to the Mailbox.
Message Acknowledgment Notification - If you would like an automatic response sent for each message that is received by the topic, select the appropriate auto response from the drop down menu. If you do not want auto responses to be sent for certain topics, then you should select --None--. If --Segment Default-- is selected, then the Default notification set in the Segment Details page will be used.
Agent Notification - Select the auto response that should be sent to agents when a new message arrives.
Service Level - You can assign a service level to any topic, and if it is lower than the segment default it will be adopted by all interactions queued within the topic.
Skills Required for Get Next - Select any skills that are required to answer questions sent to the topic. Skills assignment here only affects routing when using the Get Next button. Skills also control the default topics shown to agents in the Manage Messages and Manage Topics pages.
Only topic skills are set from this panel. Interaction Property based skills are attached to any question that has the property value. Those skills are not tied to topics, so they are configured in the Skills menu and do not require any association with a topic.
Interaction Properties – Interaction properties can be presented to customers when they fill out a Customer Ticket form, or to agents when they compose their answer. If you associate interaction properties with the topic, they will automatically be presented in the iService user interface for interactions in that topic.