Typifications in Atom: Complete Guide
Why is typification important?
Typification helps us to better measure and understand our interactions with customers, which in turn allows us to improve our services.
What types of typification exist?
Manual typifications: Applied directly by the agent. They are the only ones that change the status of the conversation to "typified".
Manual typifications: Applied directly by the agent. They are the only ones that change the status of the conversation to "typified".
Automatic typifications: Applied by the system in situations such as closing due to inactivity. They do not change the status to "typified".
Automatic typifications: Applied by the system in situations such as closing due to inactivity. They do not change the status to "typified".
Classification of Typifications
Positive end: It is a "positive" result action. They are used when the Agent meets the expected objective by satisfactorily addressing the management carried out by the client.
Negative end: It is a "negative" result action. It is used when the Agent does not meet the expected objective when attending to the management carried out by the client.
Follow-up: It is used to identify in which part of the attention process the management is while it is being attended to by the Agent, until it reaches a positive or negative end.
Self-management end: Unlike the previous 3 types, this typification is not available for use by Agents. These are Atom's own typifications that are directly related to the bot's actions and that allow management to be completed automatically when the objective of the attention is met.
Self-management follow-up: Like the previous one, this typification is not available for use by Agents. These are Atom's own typifications that are directly related to the bot's actions and that allow a management to be followed up automatically.
What is the relationship between typification and sales?
In the typification configuration, you can select those that are considered "sales". If a conversation receives one of these typifications at any time, it will automatically be marked as a sale.
How to create a Typification?
Select the module of Configurations > Conversations > Typifications
Click on the "Create Typification" button located in the upper right part.
On theCreateTypification screen you must complete the following fields:
Keyword: Corresponds to the abbreviation or keyword with which the typification will be identified. It must not include spaces, accents or special characters.
Active: Determines if the typification is available for Agents.
Section: It is the type of typification you want to add (Positive end, Negative end, Follow-up, Self-management end, Self-management follow-up).
Description: Name of the typification.
Groups: Corresponds to the groups for which the typification will be available; you can select several.
Request calendar: Allows you to configure a reminder to continue with the attention that is being provided to a client, either by scheduling a call or adding a note.
Allocation time(Positive end and Negative end): Determines the time in which after typifying the conversation (as a positive end or a negative end) it will be automatically reassigned to the bot.
Sales configuration(Positive end): Allows you to add (throughinformation fieldscreated previously) additional customer information to convert the sale. These fields must be completed by the Agent at the time of typification. (For more information see:Information Fields).
Once the requested information is completed, click on the "Create" button.
For a more practical example, you can watch the following video: