Intelligent triage

Articles

• What intelligent triage does
• Turning on intelligent triage
• Setting up and managing topics
• Creating custom topics
• Entities: pulling unique information out of tickets
• Adding entities and managing synonyms
• What agents see of the triage and may change
• Creating views by topic, language or sentiment
• Routing on topic with omnichannel routing
• Routing spam based on topic
• Improving the quality of your topics
• Reading the intelligent triage dashboard
• Spotting escalations with intelligent triage
• Turning parts of triage off