V3 Tags
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- Product Knowledge
XCALLY section | Tools → Tags |
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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 to categorize interactions (Email, Chat, SMS, and so on).
How it works
The Tags Section is under the Tools Menu bar:
Manage 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
Tags on New Client Experience
AVAILABLE FROM VERSION 3.42.0
If you enable New Client Experience, you can view this visualisation, with the list of created tags:
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you can:
search for a specific tag
clear all filters
manage columns, by selecting or not them
activate the advanced search for each field
create a new tag, by clicking on Add and indicate the relative name and identifying color
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