Learn about how trending topics differ from top topics, and why they are important for your business.
User Level:
Admin
Analyst
Supervisor
Analyzing Topic Trends
Trending topics is a statistical insight which allows company managers to respond to the needs and issues of end customers before they get bigger. While top topics can help you track the topics with the overall greatest occurrence in calls, trending topics predict what topics may become relevant in the near future. End customer issues can be reacted to promptly before problems escalate, and teams can be trained for emerging requests.
AI Analytics Report
Trending topics is part of our Conversation Intelligence suite and is accessible to AI users. Within Analytics, authorized users can see the an overview of topic trends in the Trending Topics stat card. You can also select the card to see a graphical breakdown and filtered call log table of associated data.
Trending Topics Stat Card
The Trending Topics stat card shows the top five topics which are rising to popularity within the current 24 hour period. Next to each topic name will be a percentage of change, indicating the rate which this topic has increased or decreased in mentions. Topics which have increased in mentions will have an upward arrow while topics which have decreased will have a downward arrow.
Trending Topics Breakdown
In the breakdown section for trending topics, users will see a longer list of up to ten trending topics, ranked by their growth rate. By selecting a topic, the user will see a line graph showing the trajectory of that topic’s mentions over time.
Our Algorithm
In order to decide which topics are trending, our algorithm is designed to compare the rate of topic mentions between the current 24 hour period and the historical average of the previous week. We create a composite score for each topic which factors in several variables, including:
Current count: How many times has the been mentioned in this 24 hour window?Historical (daily) average: On average, how many times per day has this topic been mentioned in the previous week?RoC (Rate of Change): What is the rate of change between the current count and the historical average?Net gains: Are we seeing a significant increase in topic mentions?
In order to focus on topic trends that are growing quickly, the algorithm is configured to prioritize topics that were not already frequent in their historical average. The goal is to focus less on what we already know end customers care about, and more on what they will care about in the future.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!