Hotspots

Identify the topics and issues that matter most to your users—ranked by priority score.

Hotspots surfaces the topics and tags that appear most frequently and with the highest impact in your agent’s conversations. Instead of reading hundreds of transcripts, Hotspots gives you a ranked view of what your users are actually talking about—and which topics deserve the most attention.

Hotspots is a Beta feature. Rankings and scoring logic are actively being refined.

How it works

Every conversation your agent has is automatically classified by topic and tagged. Hotspots aggregates this data across a selected time period and computes a Priority Score for each topic based on multiple signals:

Signal	What it measures
Conversation volume	How often this topic comes up
Negative sentiment %	What share of conversations on this topic have negative user sentiment
Escalation rate	How often this topic leads to a human escalation
Repeat rate	How often users come back with the same topic
Avg CSAT	Average satisfaction score for conversations on this topic

The Priority Score is normalized from 0 to 100 and used to assign each topic a tier:

• High — needs immediate attention
• Medium — worth monitoring and improving
• Low — stable, no urgent action needed

Views: Topics vs Tags

Use the toggle at the top to switch between two perspectives:

Topics view

Shows high-level topics (e.g. Returns & Refunds, Billing Questions, Account Access). Click on any topic to expand it and see the subtopics it contains. This gives you a two-level breakdown of the issue.

Tags view

Shows conversation tags. If your team uses tags to categorize conversations manually or via automation, this view aggregates them by priority the same way topics are aggregated.

Using date range filters

Select the time period for analysis using the date picker. You can compare different periods to see if certain topics are growing or shrinking in volume.

Set the date range to the last 30 days for an operational view, or to quarter-to-date for a strategic review with your team.

Drilling down into a topic

Click on any topic row to be taken directly to the Evaluations view pre-filtered by that topic and date range. There, you can read the actual conversations and identify exactly what’s causing the problem.

Common actions after reviewing Hotspots

• High-volume topic with high escalation rate → Add knowledge base articles or update agent instructions for that topic
• Recurring topic with low CSAT → Review conversations in Evaluations to find where the agent is falling short
• Unexpected new topic appearing → Check if there’s a product change or external event driving it