Tag Configuration Mapping
Module Tag Configuration based on Group is used to determine which tags can be used by agents within a specific group. With this configuration, agents assigned to a group can only use tags that have been set as Active Tag. This means that not all tags available in the system can be used freely, but only tags that are specifically permitted for that group.
To configure Module Tags for a group, open the Customer Service menu, then select User Management. In the Group tab, click the Tag Configuration button on the group you want to configure, as shown in the following image.
When the Tag Configuration pop-up appears, you can enable the Group Tag Permission feature. This feature is used to restrict tag usage so that only agents within specific groups have access to use certain tags.
If the Group Tag Permission feature is disabled, all tags available on the Tag Manager page can be used by all users.
Permission
In the Permission section, you can determine which tags are allowed to be used by agents within a specific group. This feature helps restrict and control tag usage so that tags can only be accessed by groups that have been configured in the permission settings.
The Tag Permission configuration will follow the settings that have been configured on the Tag Manager page. If a tag should be accessible to agents within a certain group, the tag status must be changed from Inactive to Active.
Agents can only use tags that have been designated as Active Tag..
For example, you change the status of the Request tag from Inactive to Active Tag. This configuration indicates that the Request tag will be displayed and can be used by users within that group. Conversely, if a user belongs to a group that does not have access to the tag, the user will not be able to use the tag.
When a new ticket arrives on the dashboard, agents can immediately use the active tag, as shown in the image below.
Role Assignment
After completing the tag configuration in the Permissions section, you can proceed to the Role Assignment stage.
All tags available on the Role Assignment page are based on the task configuration that has been set in the Permission tab.
Each task has assigned parties responsible for handling the task, such as Responsible Person, Observer, and Participant. The Role Assignment tab is used to map task responsibilities based on the selected tags.
Through this configuration, the system can automatically determine the agents or roles involved in a task according to the selected tag.
Component Explanation:
Tasks Tags
Menunjukkan nama tag yang sudah anda konfigurasi untuk Task.
Responsible Person
Menunjukkan user yang bertanggung jawab utama terhadap task atau aktivitas yang menggunakan tag tersebut.
Observer
Menunjukkan pihak yang dapat memantau tanpa terlibat langsung.
Participant
Menunjukkan user yang ikut terlibat dalam pengerjaan atau diskusi terkait tag tersebut.
For example, you select a specific tag for a task. Then, you assign the user who will be responsible for handling the task, as shown in the following image.
When you click Add, the tag will be saved in the system as shown below.
When you create a new task on the Task Management page using a specific tag, the Responsible Person field will be automatically populated based on the tag configuration that has been set in the Role Assignment tab, as shown in the following image.
Tag Role Assignment
The Tag Role Assignment feature helps users easily and efficiently browse and manage tags associated with a task. Users can choose whether to search based on the agent’s name or the tag title. With this mechanism, the system displays a list of tags that match the selected search criteria, allowing users to find specific tags without having to manually browse the entire list.
In addition, users can manage tags, such as editing or deleting specific tags—through the action options available for each tag.
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