Label Management

Admin users can add and edit labels and label conditions.

The predefined hierarchy of Branch, Section and Touchpoint gives the first and straight forward insights from the feedbacks that are collected. The slice of data utilizing the filters assist you to compare and identify best performing areas and touchpoints that might require attention.

However, you might want to create some custom grouping based on some conditions applied to branch, touchpoint, agent, or extra contextual attributes. Wouldn't be great if you could label/group all these kind of feedback responses? This can be done by automated label in Label Management.

Add Label

1. Go to the dashboard and select Labels from the menu.

2. Click Add button to add New Label.

3. Type in Label name (label name can be changed in future). This label will become available in reporting.

4. Select a Category. You can add new Category by typing and Selecting Create (Label Category can be changed in future).

   1. Multiple labels can be grouped to a category which can be used to filter in reporting.

5. Click Next.

6. It is possible to add multiple conditions to automate adding label.

7. To configure one condition populate followings:

   1. Friendly name: this is a name for condition and is not used for reporting (default friendly name is populated as Condition #).
   2. Set the period from date and to date that this condition should be applied. (default date range is already populated and will be applied for every feedback automatically).

8. Add at least one (1) subject to item to add label to feedback record that meets the criteria.

   1. Agent - click to add any agent that needs to be added to this condition.
   2. Branch - click to add any branch that needs to be added to this condition.
   3. Touchpoint- click to add any touchpoint that needs to be added to this condition.
   4. Extra- click to add any extra field and value that needs to be added to this condition.

   

9. After selection is complete you can see the summary of this condition on the right side of the window.

10. If you want to apply same label based on other configuration (date range, agent, branch, touchpoint or extra) click "Add condition" and follow steps 7,,8 and 9.

11. Click Submit button to create this automated label.

[NOTE] It will take couple of minutes so that the label gets assigned for historical feedback records. Any new feedback record in future will get this label when the set conditions are met.

Edit Label Name or Category

1. Go to the dashboard and select Labels from the menu.

2. Find the label that you want to update and click Edit Label Name button.

3. Update Label name. This label will become available in reporting.

4. Update the Category. You can add new Category by typing and Selecting Create.

5. Click Update button to update label name or category.

Edit Label Conditions

1. Go to the dashboard and select Labels from the menu.

2. Find the label that you want to update and click Edit Label Name button.

3. Update Label name. This label will become available in reporting.

4. Update the Category. You can add new Category by typing and Selecting Create.

   1. Multiple labels can be grouped to a category which can be used to filter in reporting.

5. Click Next.

6. To Update one condition update followings:

   1. [NOTE] To delete a condition, click delete.
   2. Friendly name: this is a name for condition and is not used for reporting (default friendly name is populated as Condition #).
   3. Set the period from date and to date that this condition should be applied. (default date range is already populated and will be applied for every feedback automatically).

7. Add/Update subject to item to add label to feedback record that meets the criteria.

   1. Agent - click to add/update any agent that needs to be added to this condition.
   2. Branch - click to add/update any branch that needs to be added to this condition.
   3. Touchpoint- click to add/update any touchpoint that needs to be added to this condition.
   4. Extra- click to add/update any extra field and value that needs to be added to this condition.

   

8. You can see the summary of the condition on the right side of the window.

9. Click Update button to update this label.

[NOTE] It will take couple of minutes so that the label gets reapplied/updated for historical feedback records. Any new feedback record in future will get this label when the set conditions are met.