Click ‘Download’ button to show summary or download as PDF for offline viewing.
When you will add tagging to the ticket both manually or automatically, you need a classifier, you can add the classifier in the Customer Service > Paragraph Classifier menu. By default, the classifier consists of content and labels that you can input manually or through file uploads. The classifier you have added will appear in the category section on the users dashboard page. In this section, we will explain to you about :
- Add new classifier module
- Add classifier (content and labels)
- Add Tags to Chat Tickets
- Edit module classifier
- Delete module classifier.
Login as ‘Administrator/Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,
Go to customer service menu and click the paragraph classifier menus, then you will see a paragraph classifier page such as images below.
Add New Classifier Module
Before you add content and labels to the classifier, you need to add a classifier module. This module is a category to determine the type of tagging. For example, when you want to tag tickets for questions about live chat, you can create the ‘Live Chat’ classifier module.
In the upper right corner, click the +new classifier button. You will see a pop-up to create module name. Click the save button, if classifier successful created, classifier will display on the list of paragraph classifier page as shown below.
By default, the classifier consists of content and labels that you can input manually or through file uploads by select classifier and click change button. You will see a table classifier page, such as images below.
Add Manual Classifier
In 3Dolphins, you can add manual classifier by entered content and label classifier by clicking plus button on the left word of corpus material editor. You can edit the classifier by clicking on the content or label. Or, you can delete the content and labels that have been added in the classifier, by clicking the minus button in the left corner of the content.
The added classifier will appear in the category section on the users dashboard page.
Use File Upload
In addition to being able to add classifiers by manually entering classifiers, you can also add classifiers automatically by uploading files of type .xls or .csv. For example, when you already have a classifier stored in one excel file, you can use the upload file feature to add a classifier, so you don’t need to retype a content and labels.
In the upper left corner, click +Choose button. You will see a pop-up to find .excel or .csv file in local, select file and click the Open button. Then, you can see the file successfully selected as shown below.
Click the upload button, if the file upload is successful, the contents and labels will be displayed in the classifier table, as shown below.
Classifiers that have been added or uploaded will automatically be displayed in the category section on the user’s dashboard.
Add Tags to Chat Tickets
After you understand how to add a classifier, then the next question is, how to add tagging to the ticket? In the 3Dolphins system there are two steps to add tagging in chat tickets, i.e manual tagging and automatic tagging.
But, before you add the tagging to the ticket, do you understand what is meant by ticket tagging and for what tickets are tagged? A tag is a word, or combination of words, that you can use to mark a ticket and useful in identifying a ticket. Adding tags to tickets gives you more flexibility to track, manage, interact with tickets and make it easier for you to view all tickets that contain specific tags.
For example, you might want to mark a ticket that has a message about an live chat in the application with tags such as ‘Kendala – Live Chat‘ or ‘Fitur – Live Chat’.
So let’s see what the difference between manual tagging is compared to automatic tagging.
Manual tagging is a tag that you can add manually to the ticket by typing the tags in the tagging section, when the tag suggestion appears, select the tag that is meant.
For example, mark a ticket with tags such as ‘Server error response‘ as shown images below.
Automatic tagging is the tags that are given automatically to the ticket when the ticket is created.
In order to receive tags automatically on tickets, in customer service > paragraph classifier menu, activate the automatic classifier by switching the toggle button to On.
In addition, you also should do the train process on the classifier. Train classifier makes it possible to minimize errors when tagging ticket. In the upper right corner, click train button and wait for the train process to finish.
Edit Classifier Module
Sometimes, you might need to edit a module name of classifier. Maybe it’s because the module name is typed incorrectly or other problem.
Select a module from the list of the paragraph classifier page, click the ‘Edit‘ button. Update module name as needed and then click the ‘Save‘ button. After clicking the save button, the module name will change according to the keywords entered.
Sometimes you need to remove the classifier module from a system when it’s no longer needed.
In the paragraph management page, select the classifier module and click the remove icon. Then, you will be prompts to confirm the remove request, click ‘Yes‘ to proceed remove classifier module or you can click ‘No‘ to return to the paragraph classifier page.