Labels

The Labels page is connected to the administration of the gallery of labels (tags) that can be used in Feedback Management.
Simply put—you (or any other user with access to this feature) can create, adjust or delete labels and add/remove them to/from received feedback.

Let’s navigate you through the Labels page now.

Starting from the top, you can see the number of labels and groups created as the first thing.

The list of all labels (the main table) consists of the following information:

• Name: The name usually represents a specific situation or a topic that the feedback will be labelled with (example: order update, claim, etc.). If more labels are created, feel free to use the search bar to find the label you need based on its name.
• Group: Name of the group the label is part of (empty if no group is assigned).
• Last edited: Date of the last edit of the label.

The option to group labels is also available. You can find more information about Label groups here.

The list of all groups (the main table) consists of the following information:

• Name: The name usually represents the bulk name for similar labels. If more groups are created, feel free to use the search bar to find the group you need based on its name.
• Labels in groups: Labels listed in specific groups.
• Last edited: Date of the last edit of the group.

You can sort both lists based on any of the parameters above.

You can proceed with the following changes on this page:*

• Create new labels
• Adjust existing labels
• Delete existing labels
• Adjust label groups

*Find out more about specific settings by clicking the section name.

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Creating Labels

You can start setting up a new label by visiting the “Labels” section in Settings and clicking on the “+ Create label” button.

A new window pops up where you fill in the following input fields:
Label name: The name usually represents a specific situation or a topic that the feedback will be labelled with (example: order update, claim, etc.).
Colour: Define the HEX code or choose from the predefined colours. Multiple labels can have the same colour.

Once you are done, use the option “Save” to save your new label or the option “Cancel” to discard your settings and start all over again.

Newly created labels are ready to be used immediately, so let’s learn How to Use Labels in Feedback Management.

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Duplicating Labels

Duplicating a Label is a simple process that can be done in two ways:

1. Click on the “context menu (three dots)” placed at the end of the row of the label that you want to duplicate and choose the option “Duplicate“

2. Check the checkbox placed at the beginning of the row of the label that you want to duplicate and choose the option “Duplicate” from the “Actions” dropdown.
💡 This option is especially useful when you want to duplicate multiple labels at once.

If you need to adjust the duplicated labels, visit the section Adjusting Labels for more information on the topic.

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Adjusting Labels

When it comes to changes within Labels, you can change all of the parameters that you filled in while creating the label.

Once you click on the row of the label that you want to adjust or on the “context menu (three dots)” placed at the end of the row and choose the “Edit” option, a new window pops up where you can adjust the following fields:

Label name: The name usually represents a specific situation or a topic that the feedback will be labelled with (example: order update, claim, etc.).
Colour: Define the HEX code or choose from the predefined colours. Multiple labels can have the same colour.

Once you are done, use the option “Save” to save your new label or “Cancel” to discard your settings and start over. If other user/s have already been using the label you just edited, the new version will be available for everyone immediately.

In addition to these adjustments, you can perform the following actions:

1. Pause & Activate: All newly created labels are in the active stage by default. This stage allows users to Use Labels in Feedback Management. You can pause them anytime, meaning they will not appear in the Feedback Management. Paused labels will not be deleted from feedback that has already been labelled. You can activate paused labels at any time. The change is effective immediately.
2. Duplicate Labels
3. Delete Labels
4. Adjust Label Groups

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Deleting & Pausing Labels

Deleting a Label is a simple process that can be done in two ways:

1. Click on the “context menu (three dots)” placed at the end of the row of the label that you want to delete and select “Delete“.

2. Check the checkbox at the beginning of the row of the label you want to delete and select “Delete” from the “Actions” dropdown.

💡 This option is especially useful when you want to delete multiple labels simultaneously.

In both cases, a new window always appears where you must confirm your decision to delete the label(s). After your confirmation, selected labels will be successfully deleted.

⚠️ Please note that if the label you just deleted has already been used in any feedback, it will disappear immediately.
Once you delete a label, you cannot restore it. The only option is to Create a new label.

💡 If you want to keep the label in existing feedback and statistics, select “Pause” instead of deleting it. This option will keep the label in the already labelled feedback. However, users will not be able to use it for new feedback.

You can activate paused labels anytime by clicking on the “Activate” action. The change is effective immediately.

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Label Groups

Label groups are used for grouping Labels connected to one topic for a more effective search while applying it.

Example: Let’s say we create three labels (claims, hold time, language) for feedback connected to a call centre and group them into one group named “Call Centre Labels”.

To create a new group, there needs to be at least one Label created.

You can start setting up the label group by visiting the Labels section in Setting and clicking on the “+ Create group” button.

A new window pops up where you first name the group. The name usually represents the campaign or topic to which the labels are connected.

Since every group needs at least one label, you can add them by clicking on the “+Add label” option.

A new window opens where you select relevant labels by checking the checkbox next to their name. Confirm your selection by using the “Add” button and save your new group.

If you need to make any adjustments within a created group, check out the section Adjusting Label Groups.

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Adjusting Label Groups

When it comes to changes within the Label Groups, you can do the following:

Renaming a group:
Click on the row where the group is placed and replace the original name with a new one in the “Group name” input field.
Don’t forget to confirm this change via the “Save” button.

Deleting a group:

1. Click on the “context menu (three dots)” at the end of the row of the group you want to delete and select the option “Delete“.

2. Check the checkbox at the beginning of the row of the group you want to delete and select “Delete” from the “Actions” dropdown.
💡 This option is handy when you are deleting more than one group at once.
⚠️ Please note that labels used in the group won’t be deleted if you delete the group only.

Moving labels within groups:
Click on the row where the group you need to edit is placed. Select the labels want to move by checking the checkbox next to their name and select “Add to another group” in the “Action” dropdown. You’ll be asked to choose a different group, which needs to be already created while moving the labels.

Adding labels to a group:
You have several options here:

1. Click on the row where the group you need to edit to is placed and select “+Add label“.

2. Click on the “context menu (three dots)” placed at the end of the row of the label that you want to add and select “Add to group“.

3. Check the checkbox at the beginning of the row of the label you want to add and select “Add to group” from the “Actions” dropdown.
💡 This option is handy when you are adding multiple labels at once.

4. Click on the row where the label is placed and select “Add to group” from the “context menu (three dots)” situated in the top right corner.

Removing labels from the group:
You have several options here:

1. Click on the row where the group you need to edit is located. Check the checkboxes next to the labels you want to remove and select “Remove selected” from the “Action” dropdown.

2. Click on the row where the group you need to edit is located and select “Remove from group” from the “context menu (three dots)” in the row where the label is placed.

3. Click on the “context menu (three dots)” at the end of the row of the label you want to remove and select “Remove from group“.

4. Check the check box at the beginning of the row of the label you want to remove and select “Remove from group” from the “Actions” dropdown.
💡 This option is handy when you are removing multiple labels at once.

5. Click on the row where the label is placed and select “Remove from group” from the “context menu (three dots)” situated in the top right corner.

You will always be asked if you are sure about this action, and after your confirmation, the label(s) will be removed successfully.

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How to Use Labels in Feedback Management

Label configuration is done in the Settings section of our online platform. However, the actual usage is in the Feedback Management section.

If you have permission for label management, you can add or remove labels in every Feedback Detail (Feedback Card).

You can add new labels by clicking on the “+” icon and selecting the required ones from the pop-up window. If label groups are available, they are sorted alphabetically, and all labels assigned to them are included.

💡 Labels without groups are the last ones on the list.

Confirm your selection by clicking on the “Save” button. There is no limit when it comes to labels—feedback can have as many labels as created.

You can remove any labels by clicking on the “x” option that is a part of the label you want to remove.

⚠️ Please note that no pop-up window asks if you are sure about this action. However, you can easily add deleted labels back.

If you only want to see feedback with a specific label, use the “Label” filter option and check the checkbox next to the label you want.

You can learn more about Data Filtering here.