Tags are used to identify were is the issue of the case.So we can understand if the issue comes from the bank, from the OEM, from a misunderstanding of the customer, or is from us. It can also be useful to identify if a case is from a know incident or not. Here we can see the structure that tags should have:
- Activation_Issue_$Bank: if there is an activation issue with a particular bank.
- Chip_Broken.
- Counters_Issue_$Bank: if there is an issue with counters with a particular bank.
- Customer_Misunderstanding: the customer doesn't understand how the wearable connection works or the instruction he should follow and he is not following them correctly.
- Incident_$Bank/OEM_Date: if there is a known incident we should mark all those cases with the tag incident and with the bank or OEM affected as well as the date in this format (yyyymm).