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We recommend setting SLAs and Business Hours and defining Routing before configuring tags.
Tags allow for precise organization and automated assignment of tickets. They can carry various attributes and be flexibly used in routing control. They are created in the Settings → Skills & Routing area. Here they can be organized hierarchically to ensure structured classification.

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Types of Tags

Tags form the basis for ticket categorization. They make it possible to classify tickets according to different criteria. The following types of tags are distinguished: Skill Tags
These tags represent specific skills or areas of expertise such as Billing or Switching. If they are stored for an employee, tickets with these skill tags are automatically routed to the appropriate agents or teams. General Tags
In addition to the skill tags, which refer to the capabilities of employees, other tag categories are available. These tags enable flexible structuring of tickets, labeling and use for automatic distribution:
General tags label tickets to support specific internal workflows and processes:
  • Tags for editing instructions, e.g., ‘Review necessary’ or ‘Approval by boss’
  • Tags for service providers, e.g., ‘Service provider 1’, ‘Service provider 2’
  • Tags for further processing, e.g., synchronization error with backend
For companies with various brands or multiple organizational units (e.g., network and sales unit), these tags can be used to categorize tickets accordingly.
With product tags, multiple products can be managed, e.g., SLP, RLM, and Telecommunication, and tickets can be assigned to the respective products.
These tags label specific properties at the customer level, e.g., “VIP” or “Legal dunning procedure ongoing”. Such tags help agents to immediately recognize important information or to forward tickets of specific customers in a targeted manner.
Similar to customer tags, but these tags label specific properties at the contract level, e.g., “high outstanding receivables” or “upselling potential”. These tags enable categorization and forwarding based on contract-specific attributes.

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Automatic Tag Assignment

We offer various detection methods to assign specific tags to incoming tickets. The configuration of these assignment rules is done per tag. The following methods are available:
We use machine learning algorithms to automatically assign tags based on patterns and historical data. The AI learns independently and is further trained by manual alterations by the employee.ExampleTraining data for customer inquiries about “Bank data”:
Tags are assigned based on ticket, customer, and/or contract attributes. Conditions can be combined as desired.ExampleConnection of conditions for customer inquiries for marketing purposes:
Tags are assigned when both methods apply.ExampleHere tags are detected when the AI training data applies, AND the customer’s message does not refer to termination or relocation:
Tags are assigned based on either of the two methods.ExampleHere tags are detected when the AI training data applies, OR the customer’s message does not refer to termination or relocation. The assignment would probably apply to many cases here:
Tags are assigned based on the incoming channel of the ticket. If, for example, “Portal” and “Email” are set as the channel, the tag recognition only occurs for these two channels. Tickets with the incoming channel “Letter” are here excluded from the assignment.
Similar to “Channel”, tags are assigned based on the subchannel through which a ticket was received. Subchannels can be special email mailboxes, chatbots, or telephone lines.
Tags are exclusively manually assigned by the processor itself.

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Further Configuration Options

Additional settings enable even more precise control:
  • Visible/activated: these tags are automatically assigned, and can be seen by any employee in the ticket
  • Not visible/deactivated: these tags are no longer automatically assigned, and are only visible on tickets that have already been tagged
  • Private/internal only: these tags are automatically assigned but are only recognizable for employees with the “View Private Tags” permission
The complexity determines which tag should be considered as decisive for evaluation purposes, when multiple tags have been assigned to a ticket. The tag with the highest complexity (“expert topic”) is used as the primary tag.
To give priority to tickets with certain tags, it may be necessary in certain cases to adjust the routing priority. This allows the ticket processing process to align with individual requirements.The higher the priority, the sooner the ticket will be assigned to an agent at the same deadline and can be given preferential treatment.
To check whether the configured detection of a tag works correctly, test cases can be stored. After entering a ticket id, the “Playback” button is pressed. The result of the test is displayed immediately below.
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