Routing and Tags
Tag Configuration
Types, detection methods, and additional options
We recommend setting SLAs and Business Hours and defining Routing before configuring tags.
Settings → Skills & Routing area. Here they can be organized hierarchically to ensure structured classification.
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 TagsThese 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
General Tags
Brand Tags
Brand Tags
Product Tags
Product Tags
Customer Tags
Customer Tags
Contract Tags
Contract Tags
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:AI Detection
AI Detection
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”: 
Condition Detection
Condition Detection
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:
AI and Condition Detection
AI and Condition Detection
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:
AI or Condition Detection
AI or Condition Detection
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:
Channel
Channel
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.
Subchannel
Subchannel
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.
Manual Detection Only
Manual Detection Only
Tags are exclusively manually assigned by the processor itself.
Further Configuration Options
Additional settings enable even more precise control:Visibility
Visibility
- 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
Complexity
Complexity
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.
Priority
Priority
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.
Test Cases
Test Cases
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.