What is this feature and why you should use it.
When completing and closing an interaction, you can set the ability for an agent to add a tag against the interaction. This is useful when referring back to previous interactions or reporting on data.
Who can use this feature?
Licence | Role | ||
Teams Licence | ✓ | Agent | ✓ |
Business Licence | ✓ | Supervisor | ✓ |
Enterprise Licence | ✓ | Account Holder | ✓ |
Table of Contents
- Instructions to Set up Tags [5 Minutes]
- How to set a tag against an interaction as an agent [3 Minutes]
What will you learn from this article?
How to set up tags for your agents
How agents can use tags
Instructions to Set up Tags [5 Minutes]
This section will explain how to set up tags for your agents.
Step 1: Access the template list view
Step 2: Navigate to the Tag settings page
- On the left hand side, click the 'Settings' tab
- Then click 'Tags'
Step 3: Create Tags
- At the top right of the page, click 'Create Tag'
- Give the Tag a name (agents will see this)
- Then select what queues the tag should be associated with
- Click 'Create Tag'
Repeat these steps as many times as needed to add multiple tags
How to set a tag against an interaction as an agent [3 Minutes]
Step 1: Finish an interaction
- When an interaction has been completed, an agent can click the 'X' at the top right of the page to mark the interaction as complete.
Step 2: Set a Tag against the interaction
- Once the interaction has been set for completion a window will appear for the agent asking them to complete any post interaction tasks.
- On this window, at the top there is a dropdown. Using this drop down, the agent can select any tags that they deem to be relevant.
- Once the tags have been selected, click confirm to complete the interaction.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article