Create/Edit a Tag

Required security profile permissions: Tags Edit or Create

You can tags for agents to apply to their interactions to mark them with a certain characteristic. When you create tags, you must associate them with skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, and you can associate a tag with any number of skills. You can also give a skill any number of tags; however, it is a best practice to only apply a few so that agents can find the ones they want more quickly.

You can later modify tags that you have already created.

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.