V3 Tags

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Nov 07, 2024 by Product Knowledge
2 min read

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:

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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