Additional Contact Handling Tasks

Apply Tags to Interactions

Tags are a way to apply keywords to an interaction of any type. They are more flexible than dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. You can apply multiple tags to an interaction to mark the interaction as instructed by your manager.

  1. During the interaction, click the checked checkbox at the bottom of the MAX interface.
  2. Click Add Tag.
  3. Locate the tag you want to apply to the interaction and click it. If you have many tags to choose from, you can type the name of the tag to filter the list.
  4. Repeat the 2 previous steps to apply more tags as needed.
  5. To remove a tag, click the X to the right of it.
  6. Click Save.

Disposition Contacts

In MAX, dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and notes can be entered during the contact. The screenshots in this topic reference the phone workspace, but dispositions can be used on any ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that are configured for them.

If you are using the Personal Connection dialer:

  • And your administrator configured preview dialing, you may also be able to disposition a contact before the dialer connects the call.
  • The disposition might automatically be set. In this case, the Disposition field will be disabled.
  1. At the bottom of the contact workspace, click the checked checkbox.
  2. Select a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. from the Disposition list. You can search for your desired disposition in the Search field.
  3. You can add notes about the contact in the Notes field.
  4. Continue to update your notes or change the disposition as needed throughout the interaction and during the after call workClosed State that allows an agent to complete work requirements after finishing an interaction. If a disposition is required, the disposition timer starts as soon as the contact ends to keep track of how long you've spent on the disposition.
  5. Click Save. The disposition checkbox turns green to indicate a disposition has been saved for the current contact.

Consult Another Agent

There are two different situations when you may want to consult another agent.

While On an Active Contact

  1. Click Transfer.
  2. Use the address book to find the agent you want to call. Hover over their name and click Call.

While On the Glance Idle Screen

  1. In the Glance toolbar, click New > Call.
  2. Type the number of the agent you want to call or use the address book to select an agent. When done, click Call.

    If you have multiple manual outbound ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you, you must choose one to place the call.

Transfer Contact Reference

Transferring a contact to another agent in any media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. follows certain rules. The example below demonstrates these rules with a use case.

An agent (John Watson) is on a call and wants to transfer it to another agent (Irene Adler). The following table describes the results of the transfer attempt based on several variables:

Irene Adler's Current State Actions Available for John Watson Irene Adler's Next State Calls in John Watson's Personal Queue Description
On a call or in ACW None Any N/A John Watson cannot see a Call button in the address book. He has no opportunity to cold transfer the call and put it in Irene Adler's personal queue.
In any unavailable stateClosed The availability status of an agent other than ACW

Transfer

Any N/A John Watson can cold transfer the call to Irene Adler.
Consult Available Yes John Watson can consult Irene Adler and engage her in a warm transfer. If John Watson clicks Transfer during the consult, the contact call enters Irene Adler's personal queue. Irene Adler receives the calls that were already in her personal queue before receiving the call she just consulted on with John Watson.
Consult Unavailable No John Watson can consult Irene Adler and engage her in a warm transfer. If John Watson clicks Transfer during the consult, the contact call enters Irene Adler's personal queue. Irene Adler must set her state to available before John Watson transfers the call to keep the contact on the line.