How to manage Classifications
We actively encourage you to classify content to improve your workflow, enhance reporting, and help give a deeper analysis of the content appearing in your search results.
What are Classifications?
Classifications are tags that you can apply to objects, used to tell a story about the content coming through your workflow.
There are a number of uses for Classifications, including:
|Triaging content||Streamline content by adding Classifications to objects that appears in your search results, and send to the appropriate team’s workflow.||For an airline, ‘Customer Care’ or ‘Baggage Services’ would each have a workflow that pulls in objects with these Classifications.|
|Crisis management||Keep track of all content returned for searches on important topics||‘Flood’ and ‘Fires’ could be used to classify content returned in searches for natural disasters, enabling triage to the right teams to action, and later report on these events|
|Accurate reporting||Using Lexer Activity you can pull data on content actioned by each team or individual, and see what they were working on, and view trends in the results. You can also export Classifications from results returned in Lexer Engage and Lexer Listen||A retailer could use ‘Product Enquiry’ or ‘Delivery Issue’ to determine the type of queries handled by their team|
|Close out spam content||Apply Classifications in bulk to irrelevant content||Apply ‘Spam’ to content directed at your brand before closing out content, to enable you to report on these volumes.|
|Campaign monitoring||Keep track of content related to your brand’s campaigns, and report on its success||Classify all content returned in searches for your latest campaign with a campaign name and date, to easily pull volumes, view your team’s interactions, and compare with other campaigns and events, or display on Command SCreens or PDF Reports|
|Record sentiment||Label your content as ‘positive’, ‘negative’ or ‘neutral’, based on your view of the sentiment implied||Use the volumes of sentiment Classifications captured within a search to analyse the sentiment directed towards your brand|
How to set them up
Adding a new Classification
A window will open to the right of your screen, asking you to give your Classification:
|A Name||The name will be Classification name, and will display exactly as you enter it.|
|Description||To determine what this Classification will be used for.|
|Color||Used to easily identify the Classification you’re looking for, and also to help show comparison in reporting. Generally, we recommend keeping Classifications of the same category in the same color, to help group and identify them.|
When you’re done, hit Save.
Editing a Classification
Deleting a Classification
We don’t recommend deleting a Classification, as this will remove it from any content you’ve previously classified, affecting your reporting, and any current content that uses this Classification
Instead, we recommend archiving Classifcations you no longer need. Do this by following the editing steps above, and checking the Archived box, then Save to confirm your changes.
When you archive a Classifcation, you can no longer add this to new content, but it will still be visible on objects it’s attached to.
Applying Classifications to content
Classifications can be applied manually (one at a time), or in bulk.
To apply Classifications manually
You might like to triage your workflow in Listen, where you have a clearer view of the Live Stream of content, and apply Classifications to send to the relevant teams/workflows.
In Engage, the same logic applies, but this time you’re selecting an object from your Inbox to open up the object detail.
To apply Classifications in bulk
It’s helpful to apply Classifications to your search results in bulk, for instances such as triaging content to different teams/workflows, or applying a campaign Classification to an entire set of results.
Read more about applying a bulk change here.
Searching with Classifications
Using Listen & Engage, you can search for objects based on their Classifications.
You can analyze Classifications used on content your team have actioned, using Cases in Activity. A Case records a Classification just once if it is assigned to any customer messages that belong to that case.
Example: A Case has 2 messages that are both tagged with ‘service’. The Case will record the ‘service’ Classification just once in reporting. This removes duplicates from your reporting, making it clear what the conversation actually covered.
Read more about Cases here.