Closing and classifying an interaction

This process allows for the proper conclusion of a conversation and assigns it a category based on its resolution, which helps maintain a structured history of customer interactions, improving service quality and obtaining key metrics for performance analysis.
Closing a conversation not only marks the end of the interaction but also involves assigning a campaign rating, ensuring that each contact is evaluated and categorized appropriately.

Conversation closing process

When an agent has finished managing a customer and the conversation no longer requires further actions, they should proceed to close it by following these steps:

Selecting a campaign rating

• How is it done?
  • Click on the rating text box.
  • A list of classification options will be displayed.
  • Select the most appropriate option based on the type of interaction.
• Examples of possible ratings:
  • Query resolved.
  • Follow-up required.
  • Case escalated.
  • Unsatisfied customer.

Importance: Assigning ratings allows for the analysis of campaign performance and improvement of future interactions.

Closing the conversation

Once the appropriate rating is selected, proceed to close the conversation.

• How is it done?
  • Click on the button with the X icon.
  • Hovering over the button will display the action Close conversation.
  • The conversation is archived and will no longer be available in the agent's Personal Inbox.

Result: The conversation is closed and recorded with its respective rating within the system.

Benefits of conversation classification

• Optimizes service analysis → Allows for the identification of patterns and improvement of customer service.
• Aids in decision-making → Facilitates resource allocation in future campaigns.
• Keeps the database organized → Interactions with customers are recorded in a structured manner.
• Enables efficient follow-up → Helps supervisors review the quality of the service provided.

Important considerations

• Closing is irreversible, so agents must ensure they have completed all management before doing so.
• If a conversation requires follow-up, it should not be closed but marked appropriately so another agent can resume it.

Closing and classifying conversations is a fundamental part of the digital channel attention flow. Properly applying this procedure ensures better data organization, greater operational efficiency, and an optimal customer experience.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com