Best Practices for Setting up Dixa Queues, Teams, and Tags/Attributes

A well-designed setup ensures that customer inquiries are managed effectively, improves team efficiency and drives customer satisfaction. 

Check out our Best Practice Articles with specific advice for Phone, E-mail, and Messenger.

In this article, you'll find considerations to help plan the structure of your Dixa Setup.

Start by noting down:

1. WHO is contacting you, WHY, and on which CHANNEL (mail, phone, contact form, chat...)
   
   Per Contact point (phone numbers, mail addresses, contact form, chat widgets): 

• What are your main challenges? What are the key goals you’re looking to achieve?
• How would you like to handle queries? Fastest and most effective, personal, etc  
• How would the best customer experience look like
• How is your support team set up? Could you group them after languages, topics or..?
• What would you like to track in statistics (Tags/Queues/Channels/Teams)?

Having these thoughts and decisions visualised and aligned will help you build:

- Your queue structure (and their priorities)
- Flows (mail/phone/chat)
- Tags/Custom Attributes
- Teams

QUEUES:
What conversation types deserve their own queue:
For example, topics with a specific

• Priority (High, general, low)
• Channel (Mail, Phone, Chat,...)
  We recommend creating queues per channel (in this way the settings like wrap-up time fit best)
• Specific set of skills (language, Manager,...)
• Analytics (Market, Claims,..)

Find detailed information about queues here

TEAMS

• Can be used to add a number of agents to a queue
  (Create "Team Germany" and add them to all German queues) 
• For Analytic reasons: Monitor Team "Shift A" or Team "Part-timers". These teams don't need to be added to queues

Find detailed information about teams here

TAGS vs Conversation Attributes
These can be used to monitor the volume of conversations with different topics. 

This article describes the differences in more detail

Think of which topics you would like to be able to track and how:
Either they are added automatically via the flow or an automation. Or your agents add them manually.
A combination of both can be helpful:
Define the general topic automatically and have your agents add the specific "sub" topic manually.

Example: First level: "Return" is added automatically, and agents manually add the specific reason for return.

Once you have the basic structure for your queues, teams, and Tags/Attributes in place, you can proceed to add your agents/teams to the queues and build the desired flows. 

Check out our Best Practice Articles with specific advice for Phone, E-mail, and Messenger.