NOTE: If you are unfamiliar with tagging in CXI, please refer to this article first for an introduction to our tag types.
When dealing with Text Match and Smart tags, it can sometimes be useful to only have them apply to a subsection of your feedback. Say that you have created some Text Match tags whose terms are carefully tuned to your "Support Case" feedback - these tags might not retain the same meaning if they were applied to feedback from a mobile app survey on checkout. Or, maybe you wish to split up the different features being suggested in your "CUSTOMER_SUGGESTIONS" tag, without accidentally picking up noise when people are just complementing the existing feature's functionality.
Both of these goals, along with many more use cases, can be achieved using the new Tag Scoping feature in CXI. Using the Manage Tags settings console below, you can select the filters you want for that tag to follow when being applied to feedback. When you click "Edit" on a tag, you will see a checkbox for "Scope tag using feedback filters (Advanced)". Selecting this gives you access to the standard set of filters present on the dashboard.
So, if you want to scope "BILLING" to only show up in "Support Case" feedback like our example above, you would simply select the appropriate project from the dropdown, and click save. Now, the "BILLING" tag will only be applied to feedback from the "Support Case" project.
Now, you may have noticed that there is no "Tags" dropdown in the filters. This is because allowing a tag to be scoped by any other tag could get us wrapped in an infinite cycle of scoping, until no feedback are selected. Fortunately, we can still scope by tags in one important scenario: scoping a Child Tag by its Parent.
In order to accomplish our example of making a tag for a specific Customer Suggestion, we will use this method. Shown below is the manage tags console for a Child Tag. You can see that the "Tags" dropdown is present in this case.
Additionally, there is a convenient checkbox titled "Scope by Parent". This checkbox will behave the exact same way as selecting the tag from the dropdown; it's just an easy shortcut to scoping a child by its parent.
Then, once you click "Save" again, your tag "PICTURE_SUGGESTIONS" will only be applied where its parent ("CUSTOMER_SUGGESTIONS" in this case) is already applied. Now, we can easily see and report on all the feedback where people are specifically suggesting improvements about the Pictures shown for each item (as opposed to picking up all comments merely saying anything about pictures).
- I cannot set "Scope by Filters" for a Manual Tag, how come?
We currently do not allow "Scope by Filters" for manual tags, as we do not wish to limit where users can apply these tags. In future updates, this may change.
- What happens when the scope is updated for a tag? (for example, if I change the filters on my tag from "Project: Support Case" to "Project: LATAM Feedback")
A process will begin in the background to remove the tag from any feedback no longer in the specified filter scope, and then apply the tag to any feedback that are newly included in the filter scope. This may take a few minutes to complete, depending on the change in size of the scope.
- Sometimes when I try to update the filters, I get an error "Filter rules must be done updating before another update".
In order to avoid collisions with tag scoping, we require that all updates involving a tag be complete before the scope can be updated again. Usually what this means is that our system is still processing a previous change in the tag's scope - this should resolve quickly and you will be able to update the scope for that tag once again. However, if this issue persists longer than a few minutes, please contact support to resolve your issue.