Agents can tag a contact with one or more tags during an interaction. This marks the interaction as possessing a certain characteristic. Tags apply to any media typeA medium, such as voice, email, and chat, through which a contact connects with an intended recipient., and enable agents to set a secondary level of contact classification independent of the primary dispositionResult that the agent or system assigns to the contact when the interaction ends.. You can also use tags to replace the concept of secondary dispositions in Personal Connection, or the concept of agent tally sheets. For instance, you might ask your agents to track how many interactions are related to a recent marketing campaign, how often contacts request their balance, and so forth.
Because tags are not associated with dispositions, you can have your agents apply tags or dispositions independently or apply them both together. When an agent receives a contact from a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge for which you have applied tags, the agent interface immediately displays a list of the associated tags. The agent can select any or all of the tags displayed.
The tags applied to a contact during a conversation with an agent appear in the Contact History report in a comma-delimited list.