Topic segments

Use topic segments to restrict the feedback topic rules match

A topic rule segment is a collection of field restrictions that limit the application of topic rules in standard topics. Selecting a topic rule segment during rule creation applies the topic rule more strategically, focusing the rule exactly on the appropriate feedback.

For example, the following image shows several feedback channels, touch points, and customer types on the left. A topic rule segment for Digital ensures that a comment about website layout is associated with the Website - Navigation topic.

Topic rule segments sorting comments

You can define topic rule segments by the comment fields they include, by records that match specific restrictions on fields with Choice set data types (enumerated fields) — and if you are using Medallia Speech — by the speaker in voice feedback.

These requirements are additive, so if a topic rule that meets one requirement but does not meet the other requirements, that topic rule is not applied because all requirements in the topic rule segment were not met.

For example, the image below shows a topic rule segment named Key metrics with action taken. When used in a topic rule, that rule applies only to records that meet all of the following requirements.

  • The record includes comments in either the Reason for Likelihood to Recommend Score or Reason for Key Metric Score fields.
  • The Action Taken field in the record has a value of Escalated.
  • The Speaker property was not limited to the Agent or Customer, and therefore does not filter the topic rule segment.

A completed topic rule segment definition

To create a topic rule segment, use the following procedure.

  1. Navigate to the Topics screen from Admin Suite > Text Analytics > Topic Builder.
  2. Open any topic rule for editing. Once created, segments are available to all other standard topics in all topic sets.
  3. Use the Preview dropdown and select Segments. The following image shows the dropdown.
    Topics screen with the preview panel dropdown expanded
  4. Select add iconAdd Segment. The New Segment dialog appears as shown in the following example.
    New Segment dialog with all text fields empty and no options selected
    The New Segment dialog includes the following options.
    Name (required)
    Name for the topic segment rule
    Description (required)
    Description of what the segment does and how it limits the rules to which it is applied.
    Comment field restrictions (optional)
    Select fields to restrict topic rules to responses with comments in specific fields
    Enumerated field restrictions (optional)
    Select values to restrict topic rules to responses with specific enumerated field (choice set) values
    Speaker for Medallia Speech (optional)
    Select a speaker — agent or customer — to restrict topic rules to Speech transcript data from that speaker.

    These options constitute the Segment Definition required for Smart Topic Builder's topic precision audit. For more information, see Topic precision audit.

  5. Enter or select data for required and optional fields, then select Save.
The topic rule segment is then available when creating topics. For more information, see Build topics.