Topic

Topics in Qrambo are optional grouping identifiers that help organize and categorize tasks within queues. They provide a way to logically group related tasks together.

Using topics provides several advantages:

• Logical task grouping
• Easier task management
• Better work organization
• Simplified tracking
• Enhanced reporting
• Workload distribution

Use Cases

• Department-Based Distribution: Organize tasks across different teams or departments. For example, in customer support, you can set topic such as technical-support or sales in customer-support queue.
• Expertise-Based Routing: Direct tasks that require specific expertise to qualified reviewers. For instance, in medical support, certain cases may need review from specialized medical professionals so your topic may be urgent-cases in medical-chat queue.
• User Segmentation: Track different user segments’ tasks separately using topics like premium-users and free-users to better manage your growth metrics.
• Approval Thresholds: Create specialized topics for high-value transactions. For example, give a topic to refunds that exceeding $1,000 as high-value-refund to ensure C-level review in refund-requests queue.

Usage

Topics can be used in:

1. During Task Creation:

{
  "input_data": { ... },
  "topic": "your_topic_name"
}

2. Assignment:

{
  // other assignment data
  "topic": "your_topic_name"
}

Best Practices

1. Avoid too many topics
2. Use consistent naming conventions
3. Keep topics meaningful
4. Document topic purposes
5. Regular topic cleanup
6. Monitor topic usage