Agent Browser UI: Similar Incidents with Hot Topics

Similar Incidents, powered by Hot Topics, delivers intelligent, real-time insights by surfacing incidents related to the one currently being handled. When configured in the Agent Insight Administration page and paired with Hot Topics, agents gain immediate access to potentially resolved cases—accelerating response times and boosting efficiency. For administrators, this feature offers visibility into recurring issues, enabling data-driven decisions and the opportunity to refine or create new business processes.

Similar Incidents Shown Stacked and Expanded to Show More

Similar Incidents Shown Stacked and Expanded to Show More

Business Value:

Agents can refer to successfully resolved similar incidents, allowing them to handle current incidents more efficiently and accurately

Steps to Enable

More information about configuring this feature can be found at cx.rightnow.com by searching for "Similar Incidents in the Browser User Interface" or Answer ID 13015.

System Requirements:

  • Hot Topics is required for this features. For more information on Hot Topis, please refer to Answer 13004
  • External Objects is enabled for your site
  • This feature does not require a CX upgrade
  • This feature does not require a feature flag
  • This feature is available in the BUI JUNE II release, available on non-production sites June 06, 2025 and on production sites June 20, 2025

Key Resources

Access Requirements

  • Administrators
  • Agents