Purpose and features
You can view the tags assigned to an ongoing call through the Interactive Voice System. They will be now visible on the "Active Call" section on the Agent screen.
Benefits
This feature allows you to be informed about your calls that are tagged in the Interactive voice response system. In this way. You can view the tags during the active call; while categorizing your calls with tags in your operations.
Agents will be able to enter tags from the Active Call field.
The tags applied in the Interactive Voice System can be viewed and edited from the Quality Control and Supervisor-> Call Records area.
The tags applied in the Interactive Voice System will be displayed on the Previous Calls screen.
We wish your operation benefits from this new release and look forward to hearing your feedback! |