Genesys Cloud's Topic Trends Detail view provides comprehensive analytics capabilities for monitoring individual topics within the Speech and Text Analytics module, requiring specific permissions (Analytics > Speech and Text Analytics Aggregates – View and Topic – View) for access. The view displays current and historical metrics broken down by interval, with data subject to a 72–96 hour latency period due to a 72-hour inactivity requirement for asynchronous interactions to determine conversation completion; topic metrics are calculated using session end time rather than start time, and manual refresh is required to display new interactions.
The platform offers extensive filtering and customization options to support detailed interaction analysis. Users can filter by multiple parameters including media type, message type, detected topic (with OR/AND logic capabilities), wrap-up codes, internal users, originating and destination numbers, ANI, DNIS, division, interaction direction, associated queues, flow information with version tracking, and conversation duration or total handle time using Range, Above, or Below options. Date range filtering supports Day, Week, Month, Month by Week, and custom ranges up to one year, with directional navigation between time periods and alternative time zone selection for data display.
The interface provides robust customization features for managing data visualization and table presentation. Users can save filter and column configurations as saved views for quick access to specific datasets, select up to 20 columns to accommodate screen sizes and reporting requirements, reorder columns through click-and-drag or keyboard navigation, adjust column width by dragging boundaries, and toggle data visualization using a Show/Hide chart icon. Horizontal scrolling enables access to additional columns when views exceed available screen width, while column resizing and scrolling affect only the current display without altering underlying data. The platform supports enhanced accessibility through keyboard navigation, screen reader support, and improved focus management. Data export is limited to 1,000 records, and column selections are applied after saving changes rather than immediately upon selection.
The following permissions:
Analytics > Speech and Text Analytics Aggregates – View
Speech and Text Analytics > Topic – View
The Topic Trends Detail view displays current and historical metrics and data about an individual topic .
Available columns
To view the available columns, see the Topic Trends Detail viewsection in the View available columns in performance views by category article.
You can set the default time zone in the analytics workspace before viewing any analytics view.
To set the default time zone in the workspace, follow these steps:
Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.
To search for topic trends in interactions with transcripts, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Topic Trends and then click the view name to open it.
The Topic Trends Summary view appears. Click a topic to display its detailed view. The Topic Trends detail view shows a breakdown by interval for the selected topic.
Click the image to enlarge.
To save the view with your filter and column settings, click Save.
Note: Exports from this view are limited to 1,000 records.
This view does not update as new interactions occur. To see new interactions, click Refresh.
Note: Speech and Text Analytics requires 72 hours of inactivity for asynchronous interactions (such as email and messaging) to determine that a conversation has ended. When processing the topic metrics, the system uses the session end time rather than the session start time. The topic metrics are emitted only after the session is classified as ended. Therefore, it takes 72–96 hours for the topic reporting to be updated after the session end time.
Customize the view
To show only certain data, customize the view. For example, you can choose to show only certain columns or filter to see certain topics . Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one year.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Today
Shows data for the time period that includes the current interval.
Yesterday
Shows data for the previous day.
This week
Shows data for a Sunday through Saturday time period.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months
Shows data for the previous three months. For example, Nov 1, 2022 – Jan 31, 2023.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar.
Click Apply.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
To filter by media type, click the Filter icon .
Select the media type.
The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.
To show or hide columns:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.
To reorder the columns within the column picker:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.
Notes:
You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.
To reset a view to default column settings, click Reset view to defaults .
You can select up to 20 columns.
To better accommodate your screen size and reporting needs, you can customize the table layout in the view.
Resize columns
To resize the width of a column:
Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.
Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.
Scroll horizontally
If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.
To view more columns:
Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.
Horizontal scrolling lets you view all available data while maintaining your selected column widths.
Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.
To filter by voice transcript content, click Filters , and then search or scroll to select the filter you want to use.
You can filter the data in the Topic Trends to view only interactions that contain certain topics, which allows you to perform a layering analysis of the interactions. By default, the Includes (Any) option is enabled. You can select single or multiple topics at the same level or different levels using OR/AND functions.
When you add multiple topics at the same level, an OR is used between the topics. For example, if you add Topic A and Topic B to the first level under Includes (Any), the filtered data shows interactions where Topic A OR Topic B is detected.
When you add topics at different levels, an AND is used between the topics. For example, if you add Topic A to the first level using Includes (Any) and add Topic B to the second level using + AND with topics, the filtered data shows interactions where Topic A AND Topic B are detected.
Wrap-Up
Displays interactions that have the selected wrap-up codes.