Routing and Tags
Tag Configuration
Types, detection methods, and other options
Before configuring tags, we recommend setting up SLA and working hours as well as defining routing.
Settings → Skills & Routing section. Here, they can be organized hierarchically to ensure structured classification.
Types of tags
Tags form the basis for ticket categorization. They allow tickets to be classified according to various criteria. The following tags are differentiated:Skill Tags
Skill 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 assign tags automatically based on patterns and historical data. The AI learns autonomously and continues to be trained through manual changes by the employee.ExampleTraining data for customer concerns about “Bank details”: 
Condition Detection
Condition Detection
Tags are assigned based on ticket, customer, and/or contract attributes. Conditions can be linked as desired.ExampleLinking of conditions for customer concerns for marketing purposes:
AI and Condition Detection
AI and Condition Detection
Tags are assigned when both methods apply.ExampleHere, tags are recognized when the AI training data match, AND the customer’s message does not refer to notice or relocation:
AI or Condition Detection
AI or Condition Detection
Tags are assigned based on either of the two methods.ExampleHere, tags are recognized if the AI training data match, OR if the customer’s message does not refer to notice or relocation. The assignment would probably apply to very many cases:
Channel
Channel
Tags are assigned based on the entrance channel of the ticket. If, for example, “Portal” and “E-Mail” are defined as the channels, the tag is detected only for these two channels. Tickets with the input channel “Letter” are excluded from the assignment here.
Subchannel
Subchannel
Similar to “Channel”, tags are assigned based on the subchannel through which a ticket was received. Subchannels can be special email inboxes, chatbots, or phone lines.
Manual Detection Only
Manual Detection Only
Tags are assigned exclusively manually by the operator themselves.
Other configuration options
Additional settings allow for even more precise control:Priority
Priority
To give priority to tickets with certain tags, it may be necessary to adjust the routing priority in certain cases. This allows the ticket processing process to be tailored to individual requirements.The higher the priority, the faster the ticket is assigned to an agent for the same deadline and can be processed preferentially.
Complexity
Complexity
Complexity determines which tag should be considered decisive for evaluation purposes when several tags have been assigned to a ticket. The tag with the highest complexity (“specialist topic”) is used as the primary tag.
Test Cases
Test Cases
To check whether the configured detection of a tag works correctly, test cases can be set up. After entering a ticket ID, press the “Replay” button. The result of the test is displayed immediately below.