Analyze your Business Needs

Before creating a topic, gather information about the business issue you want to investigate and track interactions that are generated by the specific issue.

Procedure

1. What is your business goal?
2. Determine the type of interactions generated by the business issue by listening to existing interactions about the subject or similar subjects, reading e-mails that relate to them, and consult agents who interact with customers. For example, for a customer service topic, the set of relevant interactions may only include incoming interactions about help and assistance.
3. Gather examples of employee scripts, typical phrases and keywords used in these interactions.

What to do next

Create an Empty Topic

Related Topics

SMART Overview
Topics