Overview: Modify Tags module (Edify Console)

Edify Console > Workflows > Workflow modules > Overview: Modify Tags workflow module (Edify Console)

This article explains the Modify Tags workflow module in Edify Console.

In this article

Overview

Tags are a tool you can use to group interactions, users, content, and more. You can assign a weight to tags to rank the importance of each tag compared to other tags.

Once an interaction arrives in a queue, it is reviewed for various factors to determine how to best route it to a queue user. One of those factors includes matching the interaction’s assigned tags to a queue user with the corresponding tags. Edify knows to deliver the interaction to that queue user, if they are available to accept the interaction.

If there’s more than one queue user with the matching tag, Hammond surrenders the interaction to the AID process, which checks for the next best queue user to manage the interaction. In this case, that’s the queue user who least recently managed an interaction.

The Modify Tags module is useful when you need to add, remove, or set the tags on an interaction. There’s no limit to the number of tags you can configure within the module. However, you can only execute one action type per module. This means that you can’t add a tag and remove a tag within the same module. You can only configure a module to either add, remove, or set one or more tags - not a combination of the three.

Common use cases for the Modify Tags module

Below are some common use cases for using 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:

        1. 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.

How it works

Tags are used for creating skill-based routing to better route interactions to the best, available queue user.

You can tag interactions for a variety of reasons. For instance, you can tag interactions with a language tag, agent-skill tag, a membership level tag, etc. These tags are assigned by an Edify admin to queue user(s) with the appropriate knowledge and experience to manage these types of interactions. This means when a tagged interaction comes into the queue, Hammond matches the tagged interaction with a queue user that has the same tag assigned as a skill.

Here’s an example. A customer calls your business needing help with troubleshooting a product issue. Throughout the workflow process, Hammond determines the intent is ‘troubleshooting’, and identifies the customer’s preferred primary speaking language is Spanish. Hammond uses a Modify Tags module to add two tags to the interaction, a ‘Spanish’ tag to align with the customer’s preferred language, and a ‘Support - Level 1’ tag due to the intent of the call. With these settings, this means that when the interaction reaches the queue, the system (AID) first looks for a logged in and available queue user that has both of these skill tags: ‘Spanish’ tag and ‘Support - Level 1’ tag.

However, as the customer moves through the workflow, Hammond determines that the customer’s specific troubleshooting need is more technical and requires more product knowledge. So, he uses two more Modify Tags modules to update the interaction - one module to remove the ‘Support- Level 1’ tag and the other module to add a ‘Support - Level 2’ tag.

The interaction now exits the workflow experience and is sent to the queue. When the customer interaction enters the queue, Hammond looks for queue users who are skilled in speaking Spanish as well as skilled in providing advanced technical support to customers, which are queue users with the ‘Support Level 2’ skill tag.

If there isn’t an agent available that is skilled in both or even one of the assigned tags for the interaction, Hammond finds the next best available user and delivers the interaction to that user. This means that if Hammond defines that no skilled agents are available for the interaction based on the interaction’s tags, he evaluates the available agents based on other important factors for the interaction.

Visual breakdown

Exterior structure

This is the exterior structure of the Modify Tags module. All modules share this same structure.

Read the Overview: Workflow module structure in Workflows article to take a deeper dive into each of these components.

Interior structure

Below is the deep dive explanation for the interior of the Modify Tags module.

  • Label: The Label field allows you to title the module. This title can be seen from the workflow overview and acts as a quick way to explain the purpose of this module at this point of the workflow.

  • Action: The Action menu is where you select how the interaction’s tag(s) are modified. The menu options include: "Add", "Set" and "Remove".

      • Add: The Add option adds the selected tag(s) to the interaction.

      • Remove: The Remove option removes, or deletes, the selected tag(s) from the interaction.

      • Set: The Set option allows you to both add and remove tags in a single module. This works by overriding, or removing, any previously assigned tags and replacing them with, or adding, the new tag(s) selected in this module.

  • Search: The Tag Search field allows you to type the name of the tag you are looking for to quickly filter down the results displayed in the available tags list below.

  • Available tags list: Underneath the Search field you'll find the available tags list. This is a comprehensive list of all tags configured to your Edify account. You can select one or more tags from this list to be added, removed, or set to the interaction through this one, single module. There is no limit to the number of tags that you can select from this list.

  • Selected tags list: Directly beneath the available tags list is the selected tags list. This is a list of all tags that you currently have selected to be added, removed, or set to the interaction. In this example, the "Callback" tag has been selected. There is no limit to the number of tags that can be selected.