Overview
Topics (Old) is the earlier dashboard builder for topic and call-handling analytics. Each saved dashboard (called a preset) shows a fixed set of charts for one report type:
Topics — how conversations are distributed across topics, shown as a doughnut chart and a bar chart.
SLA — duration, waiting time, transfers, hangups, and silence charts for inbound and outbound conversations, including how many conversations break a duration or waiting-time limit.
Repetitive Conversations — how many conversations are repeat contacts within a time interval you choose, shown per day in absolute and relative charts.
You can save conditions with each dashboard, filter it further for your own analysis, and click any chart element to open the matching conversations.
The section is marked Old in the navigation. For new chart work, the Charts section offers a more flexible builder.
How It Works
Opening Topics (Old)
Open Dashboard from the main navigation.
Select Topics (marked Old) from the Dashboard submenu.
The list of saved dashboards opens.
Who Can Use It
Action | Requirement |
See Topics (Old) in the Dashboard menu and open it | Charts view permission (in the Dashboard group of Roles & Permissions) |
Load, create, edit, reorder, and delete dashboards | Base dashboard view access (all or team) in addition to the above |
Add or remove labels on a dashboard, or create new labels | Enders / Automation Management permission in addition to the above |
There are no separate view-only and manage modes in this section: the Create, Edit, and Delete buttons are shown to everyone who can open it. Dashboards, their saved conditions, chart settings, labels, and order are shared — a change made by one user is seen by everyone else.
Your own filter toolbar selections are personal and do not change what other users see (see Filtering a Dashboard).
Browsing Dashboards
The list page offers two display modes, switched with the list and grid icons at the top:
Table view — one row per dashboard with an icon for its report type, its name, and its labels. Click the name or the arrow to open it.
Card view — a preview card for each dashboard, showing its starred chart (or its first chart if none is starred). Hover over a card and click See more info to open it. Drag cards to change their order; the new order is saved for everyone.
The card view has its own filter toolbar at the top that applies to all previews.
Use the search field, team selector, and label selector at the top to narrow the list. Your search, team, and label choices are remembered in your browser.
Managing Labels
In the table view, click the label area of a row (Add labels when it has none) to add or remove labels, or to create a new label. Changing labels requires the Enders / Automation Management permission; without it, the change is rejected with an authorization error.
Creating a Dashboard
On the list page, click Create.
Enter a name in the Preset name field at the top. A default name with today's date is filled in.
Optionally choose a Team. The team is used for organizing and filtering the list; it does not restrict who can open the dashboard.
Choose the report Type: Topics, SLA, or Repetitive Conversations. The type cannot be changed after the dashboard is created.
For Repetitive Conversations, set the Interval to prev call range in minutes. A conversation counts as repetitive when the same caller had a previous conversation within this interval. New Repetitive Conversations dashboards start with a condition that excludes conversations ending in a transfer; you can remove it.
Optionally add saved conditions with the filter button in the settings bar (see below). With no conditions, the bar shows All conversations.
Click Save. The button is available once the dashboard has a name and its charts have loaded.
The charts update as you change the settings, so you can check the result before saving.
Saved Conditions
Saved conditions are part of the dashboard definition and apply to everyone who opens it. Add them in edit mode with the filter button in the settings bar; they appear as chips that you can edit or remove. Date range, team and agent, direction, and type cannot be saved as conditions here — use the filter toolbar for those.
When you are not editing, the saved conditions are shown as read-only chips above the charts. For Repetitive Conversations dashboards, the selected interval is shown as a chip as well.
Filtering a Dashboard
Above the charts is the same filter toolbar used on C-Level Boards and Funnels:
Team / Agent — select teams and individual agents.
Type, Direction, and Topics — quick filters; choose which ones are shown from the tune icon (Filter settings).
Date range — the current month is selected by default; you can pick another month or a custom range.
Additional filters — select Use additional filters in the tune menu, then use the funnel icon next to the date to add any other conversation filter. Applied additional filters are counted on the icon and shown as editable, removable chips in a second row.
The charts use both the toolbar selections and the dashboard's saved conditions. Toolbar selections never change the saved dashboard definition.
Your toolbar selections are remembered for each dashboard, for each user, in the browser you are using — after a refresh, when you switch to another dashboard, and when you come back later. Relative periods such as the current month stay relative. If your user is assigned to teams, those teams are preselected the first time you open a dashboard. When you create a dashboard, the toolbar selections you used while building it are kept for it after you click Save.
If you change filters while the charts are still loading, the dashboard reloads with your latest selection once the current load finishes.
Working with Charts
Each chart has its own controls in its header:
Star — hover over a chart and click the star to make it the chart shown on this dashboard's card in the card view. The starred chart keeps a filled star.
Download — hover over a chart to download it as Image (.png) or Excel (.xlsx).
Chart settings (list icon, on the Topics bar chart) — switch between Absolute and Relative values, set How many items to show, and Select what to show to limit the chart to specific topics. Click Apply to save. These settings are saved with the dashboard for everyone.
SLA limit slider (on SLA duration and waiting charts) — set the limit used to decide which conversations break the SLA. Related daily and weekly charts follow the same limit.
The star and download controls are not available on a dashboard that has not been saved yet. Chart settings can be changed while you create a dashboard and are saved with it when you click Save.
Opening the Matching Conversations
Click a bar, segment, or point on a chart to open a Go to conversations overlay. It opens the conversation list filtered by the dashboard's conditions, your toolbar selections, and the item you clicked — for example, the selected topic, day, agent, or SLA bucket. You can also open the list in a new window.
Editing and Deleting a Dashboard
Edit — opens the same settings as creation. You can change the name, team, saved conditions, and the Repetitive Conversations interval; the report type cannot be changed. Click Save to keep your changes.
Delete — asks for confirmation, then permanently removes the dashboard for everyone.
Important Notes
Topics charts count conversations by their main (highest-priority) topic.
Chart settings, the starred chart, card order, labels, and saved conditions are shared across all users. Only the filter toolbar selections are personal.
Remembered filter selections are stored in your browser only. They are not synchronized to other browsers or devices.