With classification, agents categorize a conversation at the end, for example by concern (“Invoice”, “Delivery”, “Complaint”) or by outcome. The entries are available in reports. For this, the Agent opens the Classification window after a conversation — see Classification in the Agent chapter.
Setting up classification
- On the Classification tab, turn on the channels for which agents should classify: Use call classification, Use email classification, Use fax classification, Use chat classification. As long as none of them is on, the other fields are locked.
- Enter a classification in the input field at the bottom and click Add. Repeat this for each entry.
- Click Save.
To remove an entry, double-click it in the list and confirm Delete classifier?.
| Setting | Effect | Default |
|---|---|---|
| Classification for manual conversations | Calls, emails and faxes that agents start themselves are classified as well. | off |
| Mandatory | The agent can only close the window after making a selection. | off |
| Any Classification Permitted | The agent can also enter their own term, at least three characters long. | on |
| Unavailable time in classification | After conversations of a channel with classification, dynamic wrap-up lasts at least this long. | 0 |
The window only appears if the agent’s profile allows Classification and a license is free for it. Voicemails are not classified.