Keep your call records organized with codes and tags to gain meaningful insights into your contact center. Call categorization provides you with valuable data that helps to optimize business processes.
Whether you are managing a formal contact center, an IT helpdesk, or a branch office, keeping track of the problems that employees are solving gives you insights into what keeps them busy, where you could improve self-service, and which products cause issues or drive sales.
The latest release of Luware Nimbus introduced primary and secondary codes as well as tags to categorize cases in your customer service, including reporting thereof. You can now configure primary and secondary codes for each of your services. When employees answer calls, they can categorize the calls with predefined codes. Additionally, users can add free-text tags to further specify what the issue was about. Agents are suggested previously used tags that were added by any agent. All this data can easily be analyzed by accessing the reporting in Power BI.
What would this look like in real life? Let’s say you are running two services or contact centers: the IT helpdesk and an e-shop hotline. Below you will find an example of how you could be using codes and tags to categorize customer inquiries:
|Service||IT helpdesk||E-Shop Hotline|
|Tags||M365, Intranet, device broken, model 4460, Android, iPhone, Printer XE230, etc.||Indoor plants, lawn movers, DOA, box was damaged, article no. 338306, error code 150, etc.|
In Power BI, you get access to the full reporting of the codes and tags. The data gives you insights into what keeps your agents busy and let’s you make data-driven decisions to improve processes and manage workload. Here are a just few examples of how the categorization and tagging of calls can help you: