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 type 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 disposition 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 a
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.