Topic Analysis
Understand which call topics are most popular and how well each procedure is performing.
What is Topic Analysis?
Topic Analysis shows you how your call procedures are actually being used in the real world. It answers questions like: Which topics do callers ask about most? Which procedures have the highest completion rates? Where are callers dropping off or getting escalated?
Key Metrics
| Metric | What It Tells You |
|---|---|
| Usage Count | How many times each procedure was matched to incoming calls. |
| Completion Rate | Percentage of calls that successfully completed the full procedure. |
| Escalation Rate | Percentage of calls transferred to a human agent. |
| Avg Duration | Average time spent on calls using this procedure. |
How to Interpret the Data
- High usage, low completion — The topic is popular but your procedure needs work. Review the flow for confusing steps or missing information.
- High escalation rate — Callers frequently ask for a human. Add more content to your knowledge base or refine the procedure.
- Low usage — Either callers do not need this topic, or the AI is not matching calls to it. Check that the procedure title and description are clear.
- Long average duration — The procedure might be too complex. Consider splitting it into smaller, focused flows.
Tip: Focus improvement efforts on high-usage topics first. A small improvement in a heavily-used procedure has a bigger impact than perfecting a rarely-used one.