Creating views by topic, language or sentiment

Building views on the triage fields. This is where triage stops being information and starts changing the day.

Building views on the triage fields. This is where triage stops being information and starts changing the day.

Build one

1. Create a view.
2. Add a condition on topic, language or sentiment.
3. Combine it with status so it holds only open work.
4. Share it with the group that should work it.
5. Check the count is a workable size.

Three that earn their place

• One topic, one team. Billing questions, wherever they arrived from.
• Negative sentiment, unassigned. The ones worth reaching first.
• One language. So the colleague who speaks it can find them.

Always combine with status

A view on topic alone accumulates every ticket ever labelled that way. Add open and unassigned, and it becomes a work list rather than an archive.

Sentiment views need care

Sentiment is the least reliable of the three, so a view built on it alone will contain calm tickets and miss angry ones. Combine it with something else: high priority, or a topic where frustration matters.

Do not build one per topic

Twenty views is a menu nobody reads. Build a view where a team would work differently because of it, and use reporting for everything else.

Check the counts after a week

A view with four hundred tickets is not used; one with none is wrong. Both indicate the condition needs adjusting, and both are visible at a glance.

See also

• Routing on topic with omnichannel routing
• What a view is and what you use it for
• Spotting escalations with intelligent triage