How to categorise a Chat Interaction

juisel
Tera Contributor

‎09-17-2023 06:33 PM

Hello, 

 

We have a business case, where we have a Service Offering with multiple different types of Support Areas, Topics and SubTopics.

 

For example Support Area: Aquarium

Topic: Existing Tank 

SubTopic: Repair Pump

 

Without capturing this information in the prechat survey or VA, can we create these categories in the Interaction window so that an Agent can categorise the Chat accordingly? And can we reprot on these categories ?

 

Anyone experienced in this area is much appreciated. 

 

Thanks,

Juisel

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Ratnakar7
Mega Sage
Mega Sage

‎09-17-2023 11:57 PM

Hi @juisel ,

 

You can categorise a Chat Interaction and enable agents to classify the chat based on Support Areas, Topics, and SubTopics, even if this information is not captured in the pre-chat survey or virtual agent conversation. This can be done by configuring Interaction Categories.

Here are the steps to achieve this:

  1. Create Interaction Categories:

    • Go to the "Service Catalog" module.
    • Under "Service Portal" in the left navigation, click on "Interactive Categories."
    • Create a new category or modify an existing one to match your desired Support Area, Topic, and SubTopic structure. You can create a hierarchy with multiple levels to represent the different areas and topics.
    • Make sure to assign these Interaction Categories to the appropriate Service Offering(s).

  2. Configure Chat Interaction:

    • Go to "Service Management" > "Service Desk" > "Chat Queue Configuration."
    • Select the chat queue you want to configure.
    • Under "Additional Settings," enable the "Categorization" option.

  3. Train Agents:

    • Ensure your agents are aware of how to categorize chats using the Interaction Categories you've set up.

  4. Agent Interaction:

    • When an agent receives a chat, they can use the categorization dropdown to select the appropriate Support Area, Topic, and SubTopic.

  5. Reporting:

    • You can create custom reports or dashboards to analyze chat interactions based on the Interaction Categories. This will allow you to track and report on the categorization of chats over time.

Thanks,

Ratnakar

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juisel
Tera Contributor
In response to Ratnakar7

‎11-02-2023 02:04 AM

Hi, we are using ITSM and AWA not Service Desk Module. 

 

Any other suggestions? 

 

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