V3 Tags
XCALLY section | Tools → Tags |
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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:
Click the blue + button located at the bottom-right corner of the interface, under Tools → Tags
Enter the Tag’s details:
Name: name of the tag
Description: optional description of the tag
Color: color of the tag icon
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:
Click the three dots menu of the interaction
Click Tag
Select the tag, choosing it from the available tags list
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.
You can:
select from the list one or more tags
select all tags
select untagged, to filter interaction without tags
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:
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