A conversation ends when you hang up, send a reply, end a chat or mark a voicemail as processed — or when the customer ends it. Two steps follow:
- If this is set up for the skill and channel, the Agent asks for the Classification.
- Wrap-up begins for you: dynamic, manual or none at all, depending on the skill and channel.
Classification
With the classification you record what the conversation was about — such as “Order”, “Complaint” or “Change of address”. Reports then count how often each concern came up.
The Classification window appears after the end of the conversation if
- the skill has turned on classification for this channel (for conversations you started yourself, classification for manual conversations),
- your profile allows Classification and
- you had accepted the conversation.
Voicemails and listening to recordings are not classified, nor are rejected emails and faxes. If you passed a conversation on, the colleague who had it last classifies it.
How to classify
On the left, the window shows the data of the conversation: conversation type, sender, skill, language and the attached data. On the right are the classifiers the administrator has created.
- Double-click the matching classifier. The Agent saves it and closes the window.
- If none fits, enter a term of your own with at least three characters under Other Classifier and press Enter. The field can only be used if the skill allows terms of your own.
There is exactly one classification per conversation. You cannot change it afterwards.
Optional or mandatory
If classification is optional, you can close the window without a selection if you need to. If it is mandatory, the close button is missing; the window stays until you have classified.
The window stays on top but does not lock the Agent: you can keep working alongside it, and after wrap-up you receive new conversations even if it is still open. If several conversations end, each has its own window.
Wrap-up
Your wrap-up begins after the conversation — as the skill provides for the channel. Dynamic wrap-up ends by itself; you end manual wrap-up with Wrap-up. Wrap-up describes how to shorten or extend it.
- If you already turned on manual wrap-up during the conversation, you stay in it until you end it.
- If the skill provides a time for classification, dynamic wrap-up lasts at least that long — even if you have already classified before.
- If you passed a conversation on, your wrap-up begins as soon as the handover has taken place.
Recording notes
There is no dedicated notes field. If your profile allows Change attached data, you record notes as rows of your own in the Attached data module:
- Click the plus sign in the bar below the table.
- Enter a label under Key and the note under Value.
You can only change rows you added yourself, and remove them again with the minus sign. The Agent transfers them when the conversation ends or is passed on: a colleague who takes it over sees your rows, and at the end they are saved with the conversation.
In emails and chats, you can also add comments to individual passages of text — see Spelling and comments.
What is mandatory
Only a mandatory classification is required. Also note: as long as you are in manual wrap-up, you do not receive any new conversations — so end it as soon as you are done.