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 theActive Onlycheck box to list only the active categories.
Clickto 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.