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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.

EDITOR NOTE: taxonomy and multi-label support

Ask product/engineering:

1) Does MiaRec support multi-select custom fields for AI insights? - A) Yes - B) No

2) Should this insight be single-label or multi-label for your customers? - A) Single (primary issue) - B) Multi (all issues) - C) Hybrid

Best-guess recommendation:

  • Start with single primary issue to keep dashboards clean; add "Issue Details" text if needed.

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