Set Up Tags

You can create tags for agents to apply to their interactions to mark the interaction with a certain characteristic. When you create tags, you must associate them with ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and you can associate a tag with any number of skills. You can also give a skill any number of tags; however, it is a best practice to only apply a few so that agents can find the ones they want more quickly.

Create Tags

Required permissions: Tags Create

1. Click the app selector and select ACD.

2. Go to Contact Settings > Tags.

3. Click Create New.

4. Type a descriptive name for the tag in the Tag Name field. This is the name agents see when they begin a conversation and the tags associated with the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge appear.

5. Click Create Tag.

Upon creation of the new tag, it will be activated by default.

Assign Skills to Tags

Required permissions: Tags Edit

Tags are connected to skills - when handling a contact, agents will only see tags that are connected with the specific skill by which the contact was delivered. After creating a tag, you can immediately assign skills to the tag. Alternatively, you can also Set Up Tagging in the skill's settings. Both methods accomplish the same result of connecting tags with skills. The following steps explain how to assign skills to a tag after creating the tag.

1. Click the Skills tab in the tag's settings. If you are not already in the desired tag's settings page, navigate to the to the desired tag.

   1. Click the app selector and select ACD.

   2. Go to Tags.

   3. Click the desired tag.

2. Click the Skills tab.
3. In the Add Skills table, select the skills that you want to add to the tag.
4. Click Add Skills. To quickly add all skills to the tag, click Add All.