What is a Tag?
A Tag is a keyword or label that is used to categorize information for a better analysis.
For example, you can tag contacts in Contact Manager to easily filter contacts based on a specific interest.
You can also use Tags in order to categorize interactions (Email, Chat, SMS, and so on).
The Tags Section
The Tags Section is under the Tools Menu bar:
Create/Edit a Tag
To create a new Tag you just click on the 
button, then you specify its name, description and color:
The new tag is now available in the Tags List and from the Agent Omni Desktop interface (interaction/contact):
To modify the Tag, from the Tags List:
click on 
and then on Edit Tag:
Filter by tag
As admin or agent, it’s possible to filter interactions by tag:
You can:
select from the list one or more tags
select all tags
select untagged, to filter interaction without tags