Classification Tree

Within Smart Care, there is now the Classification Tree functionality, which allows for in-depth analysis related to customer contact reasons with the brand.

To start using it, you need to access the Contact Reasons option in the settings.

With this new functionality, it's possible to classify interactions with reasons and sub-reasons that relate. And it's possible to create as many levels (layers) as necessary for the operation. For example, in the illustrative image below, the contact reason "Complaint" has the sub-contact reason "Product", which still has related sub-reasons such as "Quality", "Quantity", or "Delivery Time".

Attention: To configure, one must be a Master or account administrator.

In the settings, there is also the option to upload a CSV. Learn more details here.

From this setup, operators can classify and sub-classify interactions within the operational screen, according to their content. The GIF below exemplifies how to perform this classification.

After configuring reasons and their sub-reasons and classification by operators in the operational interface, the manager will be able to visualize the data within the Classification Tree.

It will be possible to track the volume of interactions and gain agility in analyzing the root cause of contact reasons. See in the GIF below how the data will be displayed.

If you have any questions, contact our Support team.

For more information, visit the discussion on this topic in our community or watch the videos on our channel. 😃