Contact supports classifications.
On completion of each item or during the event itself, each agent can classify the outcome of the item 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 items and outgoing ones can be classified.
Company administrators with the Classifications: Modify privilege 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 items.
When an agent has classified an item, the classification (along with the agent’s wrapup activity) are logged and analysed by 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.
Roles can also be assigned to user logins. Each role can have a Classifications privilege associated with it that permits or prohibits access to the list of classifications used by Contact.