If your role is Administrator, Supervisor, or Supervisor Agent, from Live you’ll be able to create and manage tags and sub-tags so that Agents can easily classify the conversations they handle.
When you log in to the platform, go to the Settings menu and select the Tags option. From there, you can view the list of available tags and sub-tags, as well as create new ones, edit them, or delete existing ones.
Tags are organized into 3 hierarchical levels: primary, secondary, and tertiary.
Once created, Agents will be able to see them within the chat and select up to 5 to classify their conversations according to the topic discussed.
Finally, you’ll be able to analyze metrics from tagged conversations in the Reports section.
Find out all the details in the following video 