Tags are labels created by users (during an interaction review) to group the related interactions together for quick filtering. There can be multiple tags per call or multiple calls per tag.
If the tag name was previously created, the name appears when you start typing the name. Select this tag to help eliminate multiple variations of the same tag due to misspellings, inconsistent capitalization, punctuation, etc.
Accessing the Tags
To access the Tags window on the WFO tab, click ConversationConfiguration >Tags. The Tags List window that contains all the configured tags is displayed.
To search for a specific tag, use the Search by name field or click .
To view information about active tags, select the Active Only checkbox.
To customize the table columns view, see the instructions in the Customizing a Table section in Reporting.
To refresh the list, click .
Adding a New Tag
To create a new tag:
In the Tags List window, click. The New Tag popup window appears.
Specify a name for the tag.
Select the Active checkbox to mark the tag as active for scoring.
Click.
To modify a tag, in the Tags List window, select the tag that you want to modify and click or double-click the tag. Modify the details in the Edit Tag window and click .
