Managing classifications

Company administrators can define classifications that allow agents to categorise the outcome of the calls and/or emails that they handle, for example, “customer complaint”, “billing query”, or “other”.

Administrators can also reconfigure an existing classification, delete a classification from the system, or copy an existing classification, which might be useful if they want to add a classification that is very similar to an existing one, but they want to make slight changes to it.

Manage classifications: #

1. Click Data > Classifications on the menu bar. A list of the classifications that have already been defined is displayed.
2. To add a new classification:
   • Click Add.
     The New Classification page is displayed.
   • (Mandatory.) Enter the name of the classification (up to 100 characters). Any unicode characters are allowed, including whitespace and accented letters. The name must be unique within your company.
   • Enter a brief description of the classification (up to 250 characters). Any unicode characters are allowed, including whitespace and accented letters.
   • For Channels, tick the checkboxes for the channels to which the classification can be applied.
   • Click Add.
     Note: To use a classification, assign it to the appropriate queue. A classification must be associated with a queue before it can be used by agents assigned to that queue.
3. To delete a classification, select the name of the classification in the list and click Delete then confirm that you want to delete the classification.
4. To create an exact copy of a classification:
   • Select the appropriate classification in the list.
   • Click Copy.
   • Enter the name of the copy (up to 100 characters) then click OK.
5. To edit parameters for a classification, select the appropriate classification name in the list, reconfigure the parameters as appropriate, then click Save Changes.

Definitions #

• Name: The name of the classification.
• Description: A brief description of the classification.
• Channels: The channel(s) to which the classification can be applied. Multiple channels can be selected.