Themes

The knowledge base can be organized by theme. This categorization also allows for the establishment of statistics on the most frequently addressed/utilized themes.

For each theme, the usage volume and distribution percentage are indicated.

The calculation of topics is performed in a weighted manner, following the same principle as the statistics for knowledge. For each knowledge within a topic, the number of conversations in which it appears is considered, but in proportion to the number of interactions in each conversation. Specifically, each occurrence of the knowledge in a conversation is weighted by the number of interactions in that conversation. For example, if a knowledge appears in a conversation with 8 interactions, another with 2 interactions, and another with 4 interactions, the calculation would be:

$$1/8​+1/2​+1/4​=0,875$$

It is also possible to obtain details for each knowledge entry that comprises the themes. All data can be exported in Excel format.

Tags are organized in a tree structure.The following chart allows you to observe the distribution discussed in conversations. Hovering over each section displays the corresponding percentage.

The themes are organized in a hierarchical structure. You can click on "Export to Excel" to obtain analytical data about the chart, which is also displayed just below.