Every application and website the agent sees is classified into a category through an app type mapping. Categories are what the dashboards group and colour by, so this taxonomy shapes every chart.
How it works
- An app type is a rule that maps an application or domain to a category (e.g. "VS Code → Development", "*.zendesk.com → Support").
- Categories are defined by your organisation. Their names are whatever you choose — they are often not in English.
- Unmapped activity lands in a default / uncategorised bucket until you classify it.
Getting a clean taxonomy
- Start from the uncategorised list after the first few days — it shows what your teams actually use.
- Create 8–15 categories, not 50. Broad buckets read better.
- Re-check monthly; new tools appear.
Before interpreting a category on a chart, confirm what it maps to — the label alone can be misleading if the mapping is loose.