Topics and sentiment

Topics & Sentiment is in an application's left rail only when that application has the Topics & sentiment output enabled — one switch, in Settings under Outputs & Grading. Conversations processed from then on get topics and a sentiment score.

What you'll need

• The Voice IntELIEgence module visible in your left-hand navigation.
• These permissions: Voice · App — VIEW, Voice · Conversation — VIEW.
• An application with the Topics & sentiment output enabled, and conversations that have finished processing.

If Voice IntELIEgence isn't in your navigation, your role doesn't have visibility for it — ask a workspace administrator, or see Permissions and module visibility.

Steps

1. In the application’s Settings, under Outputs & Grading, enable Topics & sentiment. Saving creates a new application version, so it applies to new conversations only — those already processed are never re-analysed.

2. Select Topics & Sentiment in the left rail, below Chat. While the output is off the item is absent rather than greyed out, and a saved link returns you to Dashboard.

3. The date range defaults to the last 30 days and governs which conversations the screen draws on.

4. Under Topics, each row carries Topic, Mentions, Avg sentiment and 30-day trend. Narrow it with Search topics…, page it with Rows per page — 10, 20, 50 or 100 — and read the count beneath, as in Showing 8 from 8 topics. No match reads No topics match your search. View conversations in the toolbar opens the list.

5. On Conversations, a Sentiment column appears with the same switch, showing the band and its signed score — such as Positive +0.42. Bands run from Very negative through Neutral to Very positive.

6. Open a conversation and select Outputs. The Topics & sentiment card lists the extracted topics as chips beside a sentiment bar, or reads No topics extracted.

What success looks like

• Topics & Sentiment appears in the left rail, below Chat.
• Every donut carries a legend beneath it — one entry per slice: a coloured dot, the slice name and its count. Sentiment distribution reads positive, neutral and negative.
• Conversations gains a Sentiment column, and a processed conversation's Outputs tab carries a Topics & sentiment card.

One switch, three surfaces

Those three surfaces come and go together, on that one setting — there is no way to score sentiment without extracting topics.

If something goes wrong

Symptom	Likely cause	What to do
No Topics & Sentiment in the rail, and a saved link lands on Dashboard.	The output is off.	Enable Topics & sentiment — see Settings.
No topic data yet	Nothing finished processing in your range.	Widen the range, or wait — see Working with conversations.
A card reads No topics extracted.	That run produced no topics.	Check the call has content, on its Transcript tab.
Older conversations stayed blank.	Each is pinned to the application version it started under.	Only new conversations are analysed — see Pinned version on Details.

Next

• Grading — the other conditional section.
• Analytics — trends across the application.
• Settings — where outputs are switched on.