🎯 Why is it important to classify?
Classification helps us measure and better understand our interactions with customers, which in turn allows us to continually improve our services and the quality of our attention.
⚙️ Types of Classifications
Within the platform, the status of conversations can be affected by two main types of classifications:
Manual classifications: Applied directly by the agent. These are the only ones that change the conversation status to "classified".
Automatic classifications: Applied by the system in specific situations (such as closing a chat due to inactivity). These do not change the conversation status to "classified".
📊 Classification Categories
Classifications are divided into different categories according to the status and the person responsible for management:
Positive outcome: An action with a "positive" result. Used when the Agent meets the expected objective by satisfactorily addressing the customer's request.
Negative outcome: An action with a "negative" result. Used when the Agent does not meet the expected objective when addressing the customer's request.
Follow-up: Used to identify which part of the service process the request is in while being handled by the Agent, until it finally reaches a positive or negative outcome.
Self-management outcome: Unlike the three previous types, this classification is not available for Agent use. These are Atom-specific classifications that are directly related to bot actions and allow a request to be completed automatically when the service objective is met.
Self-management follow-up: Like the previous one, it is not available for Agent use. These are exclusive to the Atom bot and allow automated follow-up of a request.
💰 Relationship between Classification and Sales
In your classification settings, you can select those that are specifically considered a "sale". If a conversation receives one of these classifications at any time, the system will automatically mark it as a completed sale, which is ideal for your sales reports.
🛠️ How to create a Classification?
To add new classifications to your work environment, follow these steps:
Go to the side menu and select the Settings > Conversations > Classifications module.
Click the "Create Classification" button located in the upper right corner.
In the Create Classification screen, you must complete the following fields:
Keyword: Corresponds to the abbreviation or keyword with which the system will identify the classification. Note: It must not include spaces, accents, or special characters.
Active: Determines whether the classification is available for Agent use.
Section: Is the classification category you want to add (Positive outcome, Negative outcome, Follow-up, Self-management outcome, Self-management follow-up).
Description: Is the public name of the classification.
Groups: Corresponds to the service groups for which it will be available; you can select multiple.
Request calendar: Allows you to set a reminder to continue with customer service (either by scheduling a call or adding a note).
Assignment time (Positive and Negative outcome): Determines the exact time at which, after classifying the conversation, it will be automatically reassigned to the bot.
Sales configuration (Positive outcome): Allows you to add additional customer information to complete the sale through previously created information fields. These fields must be completed by the Agent at the time of classification.
Once you have completed all the requested information, click the "Create" button.
Measure the success of your service! 🚀
Correctly configuring your classifications allows you to maintain precise control of your closures, provide appropriate follow-up to each ticket, and obtain valuable metrics to optimize decision-making in your business. ✅