Purpose and Features
With the latest release, it is now possible to distinguish between the main and child tags used in operation on the reporting screens. In addition to the existing label reports, the 'Tree View' tag report is developed to make this distinction and make the tag reports more comprehensible.
Benefits
Tag report will be displayed hierarchically, and its readability will increase.
It can be partitioned to which main tag the child tag belongs.
Instructions
Tags added on the IVR, ICR, agent screen, quality control, and supervisor screens were previously reported, but it was not possible to distinguish which child tag belonged to which main tag. This distinction has been made in the following reports with the latest development.
System Administrator>Reports>Call>Call Tag Statistics report you can access the report with tag separation by filtering the Report type as Tree View.
In System Administrator>Reports>Chat>Chat Tag Statistics report, you can filter the report type as Tree View and access the chat report where main and child tag separation is made.
We wish your operation benefits from this new release and look forward to hearing your feedback!