Hi Mudit
Thanks for your question.
Topic Trends is not near real time, but rather shows interactions once they are 'complete', as this is when Topic information is available.
For voice/chat we would say around 30 minutes before the metrics are available. For async interactions though, such as email, this can be considerably longer. For email there would need to be a period of inactivity of 72 hours before the interaction is considered 'complete' and the metrics emitted. This is to ensure enough time has elapsed and the interaction can be considered complete, because of its asynchronous nature
For more information see: https://help.mypurecloud.com/articles/topic-trends-summary-view/
Thanks
Andy
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Andy Boland
Genesys - Employees
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Original Message:
Sent: 05-07-2024 11:21
From: Mudit Sharma
Subject: Topic Trends View
Is the Topic Trends view Near Real-Time for a particular day ?
#QualityManagement
#SpeechandTextAnalytics
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Mudit Sharma
Servion Global Solutions Inc.
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