Categories help you classify the Agent Assist Rules into different groups to better manage the rules. A manager can define any number of categories to suit the needs of the organization. When a new rule is created, each rule is associated with a category.
To view the list of available categories, navigate to WFO > Agent Assist > Categories.
The Categories List page is displayed. All the available categories are displayed on this page. The page displays information, such as Name, Active, Created By, and Created Date.
Info
- Click the Active Only check box to list only the active categories.
- Click
to search for a specific category. Click
to delete a selected rule.
Adding a New Category
To add a new category:
- Navigate to SpeechIQ > Agent Assist > Categories.
The Categories List page is displayed. All the available categories are displayed on this page. - To create a new category, click
.
The Category window is displayed. - Enter a name in the Category field.
- Select the Active check box to make the category active. You can use only active categories when creating Agent Assist Rules.
- Click Save.