To help get you started on your Analytic journey, Evaluagent has provided a core set of topics for you to use immediately, revealing insights into all conversations handled by your agents every day.
You can easily customise any of our topics by applying your own specific terminology, branding, products and service.
To do this, simply select the topic you want to customise, click > and from the ‘Active’ topic, click on the burger menu and select Duplicate > Create a brand-new.
A copy will now be saved in your work tab named ‘Our topics’, where you can start customising the terminology using the topic editor. By selecting edit from the topic’s burger menu, you will be presented with the topic editor, which will slide into view (see an example of a GenAI-based insight topic below).
Alternatively, you can create your own insight topic from scratch to automatically surface those service-critical moments, finding the most important conversations for you and your business.
When creating a GenAI-based insight topic, you will write a prompt informing the large language model of what you would like to detect when analysing the conversations between your agents and customers. To help drive better results, you will provide examples of phrases you expect the model to detect; this guides the model to seek out similar phrases when returning a determination.
By the end of this process, your prompts may become quite extensive, but don’t worry; you can continue to build and enhance these topics over time.
Once this is done, you can open the topic builder by clicking on the +New topic button.
From here, options for technology are presented, select GenAI.
Then, options for the type of topic are presented, select Insight topic.
The topic builder will then slide into view.
The above is an example of the GenAI-based insight topic builder.
Here, you will name your topic, provide a description, and assign a theme, which will help users fully understand what the topic is designed to do.
You can now start writing your prompt, describing what you want to detect.
In the example below, you can see a new topic starting to be formed around greeting the customer.
The more examples you can provide the more informed the model is when detecting the presence of phrases the same as or similar to your examples and prompt, and the more likely it will return an accurate determination.
Finally, once you save your topic, it will appear in the manage topic table under the tab ‘Our Topics’.
NOTE:
- Before conversations are tagged with insight topics they have to be made active from the burger menu drop down in 'Manage Topic' table. This will ensure all active topics can be seen across the relevant Auto-QA reports.
- A topic can be deactivated from the same place only if they have not been attached / linked to a scorecard.
Related Help Guides:
- How do I test the accuracy of an Insight Topic?
- How do I edit a Topic?
- How do I create filters based on Conversation Insights and Auto-QA scorecards?
- How do I monitor conversations that are not matched to an Insight Topic or Auto-QA scorecard?
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