Instant - 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 WhatsApp interactions
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
To modify the Tag, from the Tags List click on 3 dots button and then on Edit tag:
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