Set up ticket categorization and routing

To effectively categorize and route tickets in enneo, you can utilize its flexible and powerful features. There are 4 main stepts that need to be carried out to set up ticket categorization and routing:

Step 1: Create tags

Tags are a fundamental aspect of enneo's ticket categorization system. They allow you to classify tickets based on various criteria. You can create and manage tags in the "Settings" section, specifically under "Skills & Routing". When creating a tag, you need to specify its name and parent. This parent-child relationship enables you to create tag hierarchies or tree structures, making it easier to organize and navigate through different categories.

Enneo has the following types of tags:

• Skill Tags: These tags represent different skills or areas of expertise, such as billing or switching. Every agent is assigned a skill tag, allowing for skill-based routing of tickets to the appropriate agents.
• Brand/Client Tags ("Mandant"): If you have multiple organizational entities, such as a grid unit and a retail unit, or two different customer-facing brands, you can set up brand tags to categorize tickets based on the entity they belong to.
• Product Tags: enneo can handle multiple products, such as SLP, RLM, and Telco. You can assign product tags to tickets to categorize them based on the specific product they are related to.
• Customer Properties: These tags can be used to identify specific properties on a customer level, such as "VIP" or "Legal dunning ongoing". Assigning customer properties allows agents to be immediately aware of important customer information, or route tickets of certain customers to specific agents.
• Contract Properties: Similar to customer properties, just that contract properties are assigned on a contract and not customer level. Examples of contract properties are "high outstanding debt" or "high upselling potential". Assigning contract properties helps in categorizing and routing tickets based on specific contract-related attributes.

These additional tags and properties enhance the ticket categorization and routing capabilities of enneo, allowing for more efficient handling of customer inquiries and personalized agent assignments.

Step 2: Set up service level agreements (SLAs)

SLAs play a crucial role in ticket routing and monitoring service quality. Assigning an SLA to each tag helps define the expected resolution time for incoming tickets in terms of business hours. For instance, you can set SLAs such as resolving customer emails within a day or addressing market communication issues that are blocking switching within 4 hours. By implementing SLAs, you can ensure timely responses and efficient handling of customer inquiries. Monitoring SLA performance is also essential for maintaining service quality standards.

An example SLA setup might be:

• Customer Emails: 8 hours (within an 8-hour working day)
• Market Communication Issues Blocking Switching: 4 hours
• Other Market Communication Topics: 32 hours (4 working days)
• VIP Customers: 2 hours
• Letters: 40 hours (5 working days)

This SLA setup allows for efficient routing of tickets and monitoring of on-time service quality, which is necessary for COPC certification. Monitoring SLA performance is essential for maintaining service quality standards and ensuring timely responses to customer inquiries. By assigning specific resolution times to each ticket category, you can optimize ticket handling and prioritize tickets based on their SLAs. This helps to meet customer expectations and provide a seamless customer experience.

Step 3: Configure assignment rules

enneo offers a variety of methods to assign tags to incoming tickets. These assignment rules can be configured on a per-tag basis. The available methods include:

1. Artificial intelligence-based learning: enneo leverages machine learning algorithms to automatically assign tags based on patterns and historical data. This approach is self-learning. Whenever an agent overrides the AI’s suggestion, a new training dataset is added to enneo’s categorization engine, if enneo’s AI believe this training dataset is beneficial.
2. Customer property: Assign tags based on specific properties or attributes associated with the customer. E.g. all emails to customers that are marked as insolvent in the ERP backend system are assigned the Second-Level Billing tag. You have full access to any data returned by the ERP, such as powercloud exetended data fields.
3. Contract property: Assign tags based on properties or attributes associated with the contract. E.g. all emails with a contract that is marked as a telecommunication product get the product tag telco.
4. Ticket property: Assign tags based on properties or attributes associated with the ticket itself.
5. Subchannel: Assign tags based on the email box, chat channel or voice nubmer through which the ticket was received. E.g. all emails to billing@enneo.ai get the skill tag billing or all emails to rlm@enneo.ai get the product tag rlm.
6. Channel: Assign tags based on the channel through which the ticket was received, e.g. all emails get the tag email
7. Custom logic: For highly individual assignment methods, you can define custom rules and logic to assign tags according to specific criteria or conditions. This is an enneo executor, i.e. either custom source code in python/php/javascript that you can write or an API that is called. The code/API must return an array of integers representing the tag IDs. The tags can be retrieved through the /tags endpoint in the enneo REST API.

These assignment rules provide flexibility and adaptability to accommodate various ticket categorization scenarios.

Step 4: Customize routing priority (optional)

By default, enneo automatically routes tickets in two steps:

• First, it identifies appropriate agents based on their assign skills and assigned channel. This is the core concept of skill based routing: Only agents with the approproate skill should receive tickets of that skill.
• Then, it prioritizes tickets by default based on their SLAs to ensure that those closest to breaching the SLA are addressed first. This default routing behavior aligns with the best practice to optimize contact center SLA performance (refer to the The COPC Customer Experience (CX) Standard for additional information).

However, there might be situations where you need to customize routing priority based on specific tag groups or other criteria. For example, you may want to prioritize tickets from a certain tag group or assign them to specialized agents before considering SLA priorities. Customizing routing priority allows you to tailor the ticket handling process to your unique requirements.