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Call topics classify what a completed conversation was about. Use them to organize Call History and compare common reasons for calls in Performance.

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Define topics

Open the agent’s Settings and select Analytics. On agents that already use call topics, they appear as a built-in multi-category item within Analytics Fields; add each topic with a name and description. Agents that have never configured topics manage classification through Analytics Fields instead and do not create new topic configuration.
  • Use the name as the stable reporting label.
  • Use the description to explain when the topic applies.
  • Keep topics distinct enough that the same conversation is not routinely ambiguous.
For example, prefer separate topics such as New appointment, Reschedule appointment, and Cancel appointment when those categories lead to different operational decisions. Phonely analyzes completed calls against the agent’s configured topics. A call can contain more than one topic. In reporting, two spellings that differ only by letter case are treated as the same topic.

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Review and use topics

Topics appear in Call History, Call Details, Performance filters and charts, and Data Tables. In a completed call’s Highlights, you can add or remove topics when the classification needs correction. When you rename or remove a configured topic, earlier calls can still contain the previous value. Review saved Performance and Data Table views that refer to it.
Topics describe what the call was about. Use Call Outcome Tagging for a result recorded by the flow, and Post-Call Outcomes for a result added later through the API.
Last modified on August 24, 2026