Documentation / AI configuration
Taxonomy explorer
In short: The Taxonomy explorer is an analysis page that shows how aishaa distributes your organisation’s customer questions across the taxonomy. You see how many questions were given a topic, which topics occur most often, which topics occur together and where recent questions have been classified. You do not set anything here; the page helps you see which topics occur often and where you can aim facts, topic rules or workflows.
Where to find this
Go to Organisation > Topics > Taxonomy explorer. The page itself is called Taxonomy explorer. At the top you choose the organisation.
Who: from the Organisation admin role. The figures apply to the chosen organisation.
The top of the Taxonomy explorer page with the Domain profile drop-down list, the Refresh and What aishaa knows buttons and the two tiles Assignments and Secondary labels, menu Organisation > Topics > Taxonomy explorer.
Choosing a domain profile and refreshing
If the organisation has more than one active domain profile, the Domain profile drop-down list appears at the top, with the tooltip Select which active domain taxonomy of the organisation you want to inspect. You always view the taxonomy of one profile at a time.
Refresh reloads the latest figures and assignments (Reload the latest taxonomy analytics and assignments for the selected domain profile.). If loading fails, the message The taxonomy explorer could not be loaded. appears.
The What aishaa knows button takes you to the facts and topic rules per topic, see What aishaa knows.
Two tiles at the top
| Tile | What the figure says |
|---|---|
| Assignments (Total taxonomy decisions) | How many taxonomy classifications exist for this profile, assigned and pending together. Below it you see (percentage) assigned: the share of decisions that already received a taxonomy label. |
| Secondary labels (Level 3 cross-tags) | How many extra query patterns aishaa assigned alongside the primary topic, a sign of questions that are about several things. Below it is the number of query patterns available under the support areas of this profile. |
Taxonomy flow
The Taxonomy flow card (Most common primary and secondary label combinations) shows as a flow diagram how questions run from support area to query pattern, with the most common combinations of primary and secondary label. If there is no data yet, it says No taxonomy flow data available.
Most used topics
Three tables show the organisation’s top items:
| Table | Content |
|---|---|
| Top support areas (Most used layer 2 categories) | The most frequently assigned support areas with Name and Count. |
| Top query patterns (Most used primary level 3 categories) | The most frequently assigned primary query patterns with Name and Count. |
| Cross-tags (Most common primary + secondary combinations) | The most common combinations of a primary query pattern with a secondary label, with Combination and Count. |
Explorer details
At the bottom is the Explorer details card (Use the tabs for lower-level inspection) with two tabs.
The Explorer details card with the Usage signals and Assignments tabs, menu Organisation > Topics > Taxonomy explorer.
Usage signals
A table with all parts of the taxonomy:
| Column | Content |
|---|---|
| Layer | Support area or Query pattern. |
| Name | The name, with the description below it. |
| Parent | The support area a query pattern belongs to. |
| Usage | How often assigned, with the split into primary and secondary use below it. |
| Last used | The date of the last assignment. |
Assignments
The recent classifications, one row per customer question, with Status, Area, Query (the question itself and the source), Pattern (the primary query pattern, and for extra labels the line Also: (labels)), Reason (aishaa’s reasoning) and Created.
| Status | Meaning |
|---|---|
| Assigned | The question was given a support area and a query pattern from the taxonomy. |
| Awaiting suggestion | The question did not fit into the existing taxonomy and is linked to a proposal for a new topic. |
| Unresolved | aishaa could not classify the question. |
| Failed | The classification did not succeed. |
Use Search assignments to search the table (Search by query text, assigned area, query pattern, source kind or rationale.).
Good to know
- The Taxonomy explorer is read-only. You manage facts per topic on What aishaa knows, topic rules via Tell aishaa, and routes per topic in a workflow.
- You cannot approve new topics here. The Awaiting suggestion status only shows that a question is waiting for an extension of the taxonomy.
- The figures look at the organisation’s whole history, not at a chosen period. If you want to see per period what customers write about, use the Ticket topics report.
- The page’s subtitle still mentions “memory”; the memory per topic is now on the What aishaa knows page.