Call Details by Topic

Every call tagged with each topic over the selected time frame, with handle time and sentiment, one sub-report per topic.

The Call Details by Topic report lists every call tagged with each topic over the selected time frame, with the agent, handle time, and sentiment for each call, broken into a separate sub-report per topic. It is a Call row type Record-Level report, grouped by topic, and carries the Topic tag in My Reports.

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Requires Transcription Licensing
Topics and sentiment are assigned only to calls that were recorded and transcribed. Topics include both the generic topics detected out of the box and any custom topics configured in Transcription Topics.

Report Columns

Column	Definition
`Call`	The Call ID associated with the call, searchable in Cradle to Grave.
`Call Direction`	The direction of the call, such as inbound or outbound.
`External Number`	The phone number of the external party on the call.
`Agent`	The agent associated with the call.
`Avg Handle Time`	The average time an agent spent handling the call.
`Avg Positive Sentiment Percent`	The average percentage of the call's transcribed lines scored Positive — a score of +0.34 or higher on the -1.00 to +1.00 scale.
`Avg Negative Sentiment Percent`	The average percentage of the call's transcribed lines scored Negative — a score of -0.34 or lower on the -1.00 to +1.00 scale.
`Final Sentiment`	The sentiment — Negative, Neutral, or Positive — of the last scored portion of the call's transcript.

Updated about 4 hours ago