Create/Edit a Tag

Required security profile permissions: Tags Edit or Create

Create a Tag

 

  1. Click Routing Tags.

  2. Click Create New.
  3. Type a descriptive name for the tag in the Tag Name field. This is the name agents see when they begin a conversation and the tags associated with the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge appear.

  4. Click Create Tag.
  5. Assign skills to the tag.

Edit a Tag

  1. Click Routing Tags.

  2. Locate the tag you want to modify. Click the tag to open it.

  3. Click Edit.
  4. Modify the name of the tag.

  5. Click Done.
  6. Add or remove skills as needed.

See Also