Topic Comparison Reports

You can audit your topics with the Topics Comparison Report to determine which topics are being used most frequently, and which topics are receiving few to no tickets. From Analytics, click Comparison, then Topics. The graph on the report shows Cx scores and response time, divided into four quadrants:

• Top left: tickets with high Cx scores, but slow response times
• Top right: tickets with high Cx scores and fast response times
• Bottom left: tickets with low Cx scores and slow response times
• Bottom right: tickets with low Cx scores but fast response times

Below the graph find information on each topic. Check the Show all Topics box to display all topics. Download the data by selecting Download in the top right corner, and selecting the format (either Excel or PDF). Along with information about how your team is performing when responding to tickets, this data can also be used to determine which topics are no longer needed.