The Contact supports classifications.
On completion of each call or email, or during the event itself, each agent can classify the outcome of the calls and emails that they handle, for example, as requiring a call back or not requiring a call back, as resolved or not resolved, and so on. Both incoming calls/emails and outgoing ones can be classified.
Company administrators and supervisors can define classifications.
Classifications can be configured by a company administrator as a global list for the company and then assigned to specific queues. They can be defined separately for inbound and outbound calls/emails.
When an agent has classified a call/email, the classification (along with the agent’s wrapup activity) are logged and analysed by the Contact for display via the wallboard and for inclusion in regular reports.
Profiles are supported within companies. Each company administrator can assign a Classifications profile to a user login to define which classifications that have been defined for the company the user can see. The Classifications profile may permit the user to see all of the company’s classifications or only some of them.
Related topic: Call-data statistics