Overview: Tags (Edify Console)
This article explains the concept of tags and the basics of configuring tags in Edify Console.
In this article
This section first explains what a tag is and then explains how to configure tags in Edify Console.
What is a tag?
Tags are skills that you can assign to interactions and users. If tag routing is enabled for a queue, the system works to match tagged interactions with an available queue user that has the same tag.
By assigning a tag to a user, you’re telling the system that this user has the knowledge and skills to manage interactions with the same assigned tag.
For example, you can have a tag of ‘Spanish’ and assign this ‘Spanish’ tag to the one or several queue users on your team that have mastered this skill. This then means that these users have the skills and knowledge to help customers who prefer to communicate in Spanish.
Types of tags
There are two types of tags:
At times, an interaction is best managed by someone with the same tag, but it’s not a requirement to have that skill.
Other times, an interaction can only be managed successfully with specific skills. In these cases, these are interactions with a required tag. This then means that the system can deliver this required tag interaction only to queue users with that matching required tag.
Example of a required tag: Imagine an interaction is assigned a tag of ‘French’. This tells the system that the customer needs a queue user that can communicate in French. So, when the interaction is created in the queue with this tag, the system immediately looks for a queue user that’s available to manage an interaction and is assigned the tag of ‘French’.
If the system finds a match, the interaction is sent to that available user immediately. Otherwise, if the system can’t find an available queue user with a matching tag of ‘French’, the interaction continues waiting in the queue until someone else becomes available with this tag.
In this scenario, the interaction waits in the queue because the tag is a required tag.
Alternatively, if the ‘French’ tag is not defined as a required tag, if there isn’t an available queue user who is skilled in speaking French, the system doesn’t force the interaction to wait until a matching user becomes available. Instead, the system finds the next best available user to manage the interaction. This method minimizes the potential wait time on interactions entering the queue.
In short, tags, or what the industry calls ‘skills’, are Edify’s way for attributing users when they have a specific skill for the system to be able to best match interactions and users together. This helps ensure the best person is helping the customer.
In Edify Console, the Tags workspace under the CX menu is where you create and modify tags. At Edify, we use tags to group and prioritize interactions, users, content, and more.
More specifically, you can tell Edify which tags are more important compared to other tags. You can do this by adding a numerical weight to each tag.
Here’s how weighted tags work. The higher the weight of the tag, the more Edify weighs (or prioritizes) that tag compared to other tags. For example, let’s say you have two interactions entering the Billing queue. The first received interaction has the tags ‘account update’ (25) and ‘statements’ (10); whereas the second interaction received has the same two tags in addition to a ‘payment’ (50) tag.
In the case described above, Edify first prioritizes connecting the first received interaction while also prioritizing connecting the interaction to an agent skilled with updating customer account information as that is the highest priority tag assigned. Then, Edify routes the second interaction to the next agent who is not only available but is also skilled in payment processing as the ‘payment’ tag is the highest weighted priority for that interaction.
However, if the tag doesn’t need a ranking against other tags, then don’t add a weight to it. Weighting a tag gives Edify even more information around how best to deliver interactions in the queue.
Tags are used as a way to instruct Edify on how to handle certain objects in a queue, like how to prioritize interactions compared to other interactions or to connect a skilled user to a specific interaction.
However, before you have access to assigning a tag to a user, interaction, or content article, you must first create it. You can create and modify tags within the Tags workspace under the CX menu of Console. After a tag is created, assign that tag to one or several different types of Edify objects, like one or more users, knowledge base articles, and more.
Popular uses of tags
Here are some popular use cases for using tags in Edify
Assigning skills to queue users
It is common for a contact center to support businesses all across the world. This means that your users may encounter customers speaking a variety of languages. Tags provide a way to help manage this process.
When your Support team manages customer tickets from several countries, it’s important to ensure that a Spanish speaking customer is connected with a Spanish speaking queue user. To do this, assign your Spanish speaking users with a tag of “Spanish”. Now, when an interaction is sent to the Support queue with a tag of “Spanish”, Edify knows to deliver that interaction to an available user with the matching skill (tag).
Note: In this scenario, the Support queue needs Tag Routing enabled in the Queue container, too.
No match branch in workflows
When your workflow collects the customer’s needs before proceeding to the next step, there can be a customer that has an issue falling outside of your IVR’s standard options. Those interactions proceed down the No Match branch of the workflow. In these cases, use tags to better understand your customers.
Do this by adding a “no-match” tag to the interaction. This tag notifies your users that the customer’s need is currently unclear. Also, you can sort reports based on this tag to compile and review these interactions and subsequently uncover commonalities to continue enhancing your workflow experience.
Many businesses have customer loyalty programs. These programs divide a business’ customer base into groups, or tiers, of loyalty. A tier is then assigned to the customer’s account number. Use tags to mark an interaction with the tier level of the customer prior to reaching a queue.
When a long-standing, gold-level customer contacts you for support, their interaction is tagged with a “Gold Customer” tag weighted at 100. This is the highest weighted tag on your account, so Edify knows to route this interaction first and to prioritize connecting this interaction with a user skilled in managing “Gold Customer” interactions, meaning these users are trained in providing premier, gold-level service.