Tags

Overview

A Tag is a keyword or label that is used to categorize information for a filtering and reporting purposes.

For example, you can:

• tag contacts in Contact Manager to easily filter contacts based on a specific interest.

• tag interactions (Email, Chat, SMS, and so on).

Tags section

You can access the Tags section from the Tools menu in the main navigation panel.

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When you enter the Tags section you find the list of the created items, with the possibility to edit or delete them clicking the three dots button (⋮) next to the tag of interest.

Furthermore, under Tools → Tags section 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

Create a Tag

To create a new Tag:

1. Click the Add button, under Tools → Tags

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2. Enter the Tag’s details:

• Name: name of the tag

• Description: optional description of the tag

• Color: color of the tag icon

3. Click Add to confirm

How to use Tags

Assign a Tag

The tags can be used in the Supervisor web interface and in the Agent Omni Desktop interface. Agents and Users can apply tags to contacts and/or interactions.

Let’s see an example of how to apply a tag to an interaction:

1. Click the three dots menu of the interaction

2. Click Tag

3. Select the tag, choosing it from the available tags list

4. Click Save to confirm

The interaction is now associated to the tag.

The tag label is shown under the interaction ID and status, with the tag color chosen by the administrator.

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Filter by tag

As User or Agent, you can filter interactions by tag. You can:

Tags on New Email Agent’s View

From version 3.53.0 agents can use the new tag visualization and filtering view in the Email interactions section of their web interface. Check the documentation here.