The "Edit topic" function helps you find more tickets related to an issue, or instead make the topic more specific and return less tickets
When you have selected a topic to investigate, click "Edit topic" to edit and improve this topic, which is a keyword combinations that tracks certain customer queries.
Cx MOMENTS uses topics to track problems or products that are mentioned in support tickets. They capture different ways customers talk about a subject. Once you create a topic it becomes available in your Dashboard for trending and reporting.
Any topic you create is not final and can be easily modified to:
Increase topic coverage by finding more tickets or chats that mention the same issue but perhaps with different wording.
Making a topic more specific by including less combinations or less keywords.
Exclude what is irrelevant, for example by eliminating/excluding from your combinations any of your outbound emails
Change topic name or section/tab
Increase topic coverage
The coverage of a topic represents the number of sentences found to be mentioning this topic. You can easily increase the coverage by adding more keywords to the topic. The keywords appear in green, in the first line(s) of the topic.
Make a topic more specific by using associations
In order to find and trend more specific issues with a product or item, you can add associated keywords, which must be present in the same sentences as the "green" keywords mentioned above . This will restrict the results to those sentences that have any of the green keywords in the same sentence as any of the orange keywords.
In this example, we can refine the topic Picture to only return sentences that mention both Picture and upload in the same sentence. This associated keywords ("upload") appear in Orange in the and INCLUDE part.
Exclude what is irrelevant
If your keywords return sentences that shouldn't be part of a topic you can exclude them by adding keywords or phrases in the lower part called EXCLUDE.
Again in this example, if you want your topic to return mentions of picture and upload but not download, simple add download in Keywords to EXCLUDE.
Save your topic!
Once you are finished editing your topic, don't forget to save it!
