View trending topics dashboard
Identify clusters of related records and visualize their volumes and sentiment trends over time using the trending topics dashboard and GenAI-generated insights.
The trending topics dashboard provides visibility into emerging issues across cases. It includes interactive widgets, filters, and GenAI-generated insights to help identify trends, understand root causes, and improve efficiency.
Widget Overview
| Function | Description |
|---|---|
| Trending Topics Widget | The trending topics widget can be accessed from the CSM Configurable Workspace and Workforce Optimization home page and provides an overview of current trends. You can access more detailed information by selecting View dashboard and navigate to the details page. |
| Data Scope | The widget displays topics that have at least one open case and a minimum of two total records. |
| Interactivity | When you select on a topic, the dashboard opens pre-filtered topic details for that specific topic. |
| Refresh button | Selecting the Refresh icon updates the data for the trends, confirming you have the most current information at your fingertips. |
| Clear all button | Selecting Clear all resets the insights to their default state. |
| AI alert | Indicates that the pages are fully generated by Now Assist |
| Search | Improves information discovery and navigation. |
| Pagination | Improves performance and user experience by loading and displaying large datasets in smaller, manageable chunks. |
In-depth View Page Structure
The in-depth view page shows Data Visualizations and GenAI Insight Cards.
Dashboard showing trending topics with a table of top 10 trends and metrics, with colorful bar charts for GenAI generated insights on impacted accounts, products, assignment groups, and channels.
Data Visualizations – List View
Displays the top 10 trending topics with the following attributes:
- Topic description
- Total records
- Total record change
- Affected accounts
- Number of agents
- Customer sentiment
Filters include:
- Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State
- Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
You can select a topic description link to view trends over time in more detail based on the following filters:
- Region, Assignment Group, Account, Agent, Category, Product, Channel, Priority, State.
- Time period: Last 7 days, Last 6 months, Last 30 days, Last 3 months, Last 12 months, and Custom range
The dashboard provides several key features to analyze and understand record trends and case status.
Trend over time:
- Record Trend Chart: Visualize the total records on a specific date.
- Record Details Chart: Examine the case status of various cases on a particular date.
Trend Breakdown: Trend analysis can be segmented by multiple categories, including, Region, Assignment Group Account Agent Category Product Channel Priority State.
Affected regions trend insights: For each region, you can view:
- Average trend score
- Record count by trend bucket
This breakdown shows trends across different dimensions and regions.
GenAI generated Insight Cards
Automatically generated insights give you information about general trends and include:
- Impact explorer- Displays accounts, products, assignment groups, and channels that are impacted by the highest volume of records among the top 10 trends.
- Historical trends resurfacing- Displays trends that didn’t have any open records in the last year and recently resurfaced open records.
You can select Related record to open a new page with a list that shows the corresponding cases referenced in the graph and select the refresh icon
Refresh data icon to see the most recent update.
AI alerts and gradient theme in dashboard
An AI tagline alert with the AI gradient color theme is available in the dashboard to indicate that these pages are fully generated by Now Assist. You can dismiss the alert by selecting the X on the banner. This experience is accessible through entry points in both the CSM Manager Workspace and the Workforce Optimization Dashboard.
Parent Topic:Using Now Assist for Customer Service Management (CSM)
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