Agents can tag a contact with one or more tags during an interaction. This marks the interaction as possessing a certain characteristic. Tags apply to any media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., and enable agents to set a secondary level of contact classification independent of the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. You can also use tags to replace the concept of secondary dispositions in Personal Connection, or the concept of agent tally sheets. For instance, you might ask your agents to track how many interactions are related to a recent marketing campaign, how often contacts request their balance, and so forth.

Because tags are not associated with dispositions, you can have your agents apply tags or dispositions independently or apply them both together. When an agent receives a contact from an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for which you have applied tags, the agent interface immediately displays a list of the associated tags. The agent can select any or all of the tags displayed. You can see an example of how this looks to an agent using MAX here. If you use a different agent application, the agent experience may be slightly different.

The tags applied to a contact during a conversation with an agent appear in the Contact History report in a comma-delimited list.

Each tag has an audit history tab that displays a table of information about the creation and last modification of the tag. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.