Skills CX operations
Tag and category hygiene
Tag sprawl is the normal end state of any helpdesk more than a year old. Free-text tagging, several people with admin rights, campaign tags nobody removed, and three spellings of the same concept.
npx rulebase-skills install cx-tag-taxonomy-hygieneWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “our tags are a mess”
- “consolidate our ticket categories”
- “why don't our tag reports add up”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Measure the damage first
Before proposing anything, quantify: Tag count versus meaningfully-used tag count, The near-duplicate clusters.
Decide what tags are for
Most sprawl comes from one taxonomy trying to do several jobs at once. Separate them, because they have different owners, lifespans and rules: What the contact was about, What happened to it, Attributes, Temporary markers.
Consolidating without breaking history
This is the part that goes wrong.
Improving tagging behaviour
Tag quality is mostly a design problem, not a compliance problem: Fewer options tagged correctly beat more options tagged badly, Put the definition where the agent tags, not in a wiki, Automate what can be automated, Audit agreement periodically.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
