Setting Tag Module

When you want to configure tag usage, the Settings menu is used to manage how a tag is applied to specific modules within the system. Through this configuration, you can determine where a tag can be applied and whether it will be included in reports.

In this menu, you can enable or disable tag usage for several modules, such as Task, Ticket, and Contact, according to operational needs. This configuration allows each tag to be used in a more specific and controlled manner, enabling more accurate data classification.

To configure the module you have created, navigate to the Customer Service menu and select Tag Manager. Then, click the 'Configuration' button ( ) and the Tag Settings pop-up will appear, as shown in the following image.

Tag Setting

Task

The Task option is used to determine whether a tag can be applied to the Task module. When it is set to True, agents can use the tag when creating or managing tasks. When it is set to False, the tag will not be available for use in tasks.

For example, you set the module titled Request to True under the Task option, as shown in the following image.

Tag Setting Task

When creating a new task on the Task page, the Request tag will appear and can be selected to be used as a tag for the task, as shown in the image below.

Please note that before a tag can be used by agents, you must first configure the tag to a group on the Tag Configuration Group page.

Task Tags

Ticket

The Ticket option is used to determine whether a tag can be applied to tickets. When it is enabled (True), the tag can be used to group and manage incoming tickets. When it is disabled (False), the tag cannot be applied to any tickets.

For example, you set the module titled Request to True under the Ticket option, as shown in the following image.

Tag Setting Ticket

After the settings are saved, when a ticket arrives on the Agent Dashboard page, the Request tag will automatically be available and can be selected to be used as a tag for the ticket, as shown in the image below.

Please note that before a tag can be used by agents, you must first configure the tag to a group on the Tag Configuration Group page.

Dashboard Agent

Contact

This option determines whether a tag can be applied to customer Contacts. When it is enabled, agents can use the tag to label or group customer contact data. When it is disabled, the tag will not appear in the Contact module.

For example, you set the module titled Request to True under the Contact option, as shown in the following image.

Tag Setting Contact

After the settings are saved, the Request tag will automatically be available on the Customer Contact page under the 360 Customer View, and you can select it to be used as a tag for that contact, as shown in the image below.

Please note that before a tag can be used by agents, you must first configure the tag to a group on the Tag Configuration Group page.

360 Customer View - Customer Contact

Exclude From Report

This option is used to determine whether data or tickets that use a particular tag should be excluded from reports. When set to True, data associated with this tag will not be displayed in reports or analytics. When set to False, the data will continue to be included in reports.

For example, you set the module titled Request to False in the Exclude From Report option, as shown in the following image.

Tag Setting Exclude From Report

When you are on the Analytics page, specifically Conversation History, and download a report, all tickets that use this tag will continue to appear in the report results and will be included in the analytics data, as shown in the following image.

File Excel Report Conversation History

After configuring the settings as needed, click 'Save' to apply the changes or 'Cancel' to discard them. You will then see a success notification as shown below.

Success Notification