See all 80+ tips on Unstuck
See all 80 tips on Unstuck
Review your tagging process and build a taxonomy to ensure accuracy
If you’re tagging tickets with details like product category, reason for contact, or any other data, regularly review if your tagging is accurate. You can do this through calibration sessions where agents go through tickets and tag together, or by creating a graphical overview of how each agent is tagging. For example, if you see one agent commonly using the “general” or “other” category, they may need additional coaching. This data is valuable for raising product issues, so you want to make sure it’s accurate!