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Top Issues Reported

“Top Issues Reported” categorizes what customers are contacting you about (e.g., Billing, Login issues, Shipping delays). This insight is most useful when it uses a controlled taxonomy (dropdown labels) rather than free text.

Choose one:

  • Single dropdown (one primary issue)
  • Multi-select dropdown (multiple issues per conversation)
  • Hybrid: primary issue (dropdown) + issue details (text)

Recommendation: Start with single primary issue (dropdown) to keep dashboards clean and actionable. Add an "Issue Details" text field if you need to capture additional context.

Configuration overview

  1. Define the taxonomy (10–30 labels max to start).
  2. Create Custom Field(s):
  3. Issue Category (dropdown)
  4. Optional: Issue Details (text)
  5. Enable or create an AI Task to classify issues.
  6. Build dashboards:
  7. distribution by issue category
  8. trend over time
  9. drilldown to conversations

Prompt recommendations

  • Provide the allowed label list
  • Require the model to select only from the list
  • Add Unknown
  • Provide a short explanation referencing transcript evidence