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Typically, contacts imported from a contact management system (CMS) such as Zendesk include a range of meta-data tags. These are specific pieces of information that are linked to the ticket either automatically or manually when the agent is processing the ticket in the CMS.

Examples of meta-data tags include Priority = High and Status = Closed

The full range of tags is configured within the CMS, and there can be many tags created such that, when tickets are imported into EvaluAgent, each imported ticket can include a large number of attached meta-data tags.

Whilst these tags help you to manage and filter tickets within your CMS, only some of them may be relevant to the QA process, so you may only wish to see a small selection of the full range of tags available when viewing and/or evaluating a contact within the EvaluAgent platform.

To configure which tags you see in the imported contacts table and on tickets, simply click the Manage button at the top of the imported contacts table to select the meta-data tags you wish to see.

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The tags you select here will appear as table headings on the imported contacts table and will also be available within the Summary panel on tickets when you view or evaluate the ticket

PLEASE NOTE: The selection you make here does not change what you see in the Insights tab where all imported tags continue to be available to enable you to view the distribution of tickets according to any one of the imported tags.