V3 Tags

V3 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).

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

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.



Create a Tag

To create a new Tag:

  1. Click the blue + button  located at the bottom-right corner of the interface, under Tools → Tags

  1. Enter the Tag’s details:

  • Name: name of the tag

  • Description: optional description of the tag

  • Color: color of the tag icon

  1. Click Add to confirm

Agent and User experience

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.

Filter by tag

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

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You can:

  • select from the list one or more tags

  • select all tags

  • select untagged, to filter interaction without tags

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  • set tags conditions in the advanced search

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.

 

Tags on New Client Experience

from VERSION 3.42.0

By enabling the New Client Experience, you can access the below list of created tags:

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In this 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, by clicking on Add and indicate the relative name and identifying color

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