How to Create and Manage Themes in OmniServe

Themes let you categorize OmniServe conversations by topic so you can analyze customer interactions in an organized way. You can use themes to track customer satisfaction, monitor product feedback, or segment conversations by subject. Lucidya provides a set of predefined themes and allows you to create custom ones to match your specific needs.

Predefined Themes

Lucidya includes the following predefined themes by default: Products and Services, Delivery, Application, Customer Service, Payment, and Undefined. Each theme is assigned a color and includes a short description.

Step 1. Navigate to Themes

From the main screen click the Tools menu and select Themes.

Step 2. Create a New Theme

Click the New Theme button on the left side of the Themes page.

Step 3. Configure the Theme

A popup window will appear. Choose a color for the theme. Enter the theme name in both Arabic and English. Add a detailed description explaining the theme's purpose, include an example if possible. Add relevant keywords to improve classification accuracy.

Step 4. Save the Theme

Click Add to create and save the theme. It will now appear in your themes list.

Adding Themes Directly from a Monitor

You can also create a new theme from within a monitor. Go to the OmniServe tab on the monitor's data analysis page. Find the Theme list next to any post and click the New Theme option there.

For further assistance contact Lucidya Support.