Overview: Modify Tags workflow module (Console)

This article provides an overview of the Modify Tags workflow module in Console.

In this article

Overview

The Modify Tags workflow module gives you the ability to add, remove, or set tags on an interaction.

• Adding a tag assigns a new tag to an interaction without affecting any other existing tags.

• Removing a tag removes a specific tag from an interaction without affecting any other existing tags.

• Setting a tag assigns one or more tags to an interaction, replacing the previous tags with the new tags.

Continue reading this article to learn more about the common use cases of this module.

Common use cases

Below are some common use cases for the Modify Tags module.

• Adding tags:

  • • Language Requirements: Matching a customer with a queue user who is fluent in the customer’s primary language

    • Product Knowledge: Matching a customer with an agent who has a large breadth of knowledge in using and troubleshooting a specific product line

    • Membership Level: Matching a top tier customer with a senior queue user who is trained to answer his/her unique questions, etc.

• Removing tags:

  • • Increase Priority: Remove a lesser weighted tag to replace it with a higher weighted tag to ensure the interaction is delivered to an agent before other tagged interactions

    • Escalating Service: Remove tags to ensure that the customer is connected to the first available agent instead of waiting for the system to find an agent with the matching skill, or tag. 

• Settings tags: 

  • • Override previous settings: Set new tag(s) to ensure that when the customer interaction has gone through multiple workflows, the most appropriate tags are assigned when it enters the queue.

Breakdown

Label

The Label field is where you provide a description for the workflow module. This appears on the workflow module in the workflow editor.

Action

The Action menu is where you select the type of tag modification you want to perform. Available options include:

• Add: Assigns a new tag to an interaction without affecting any other existing tags.

• Remove: Removes a specific tag from an interaction without affecting any other existing tags.

• Set: Assigns one or more tags to an interaction, replacing the previous tags with the new tags.

Search

The Search box is where you search for tags to add to the module. Click any tag in the list of results to add it. Tags that are added to the module appear below the search box.

Any tag added from the Search box will have the action performed on it (the tag will be added, removed, or set). To unselect a tag, click the x icon next to the tag.