Call Tagging
special solution
Function
One of the highlights is the Call Tagging function which allows the user to categorize a call using a number of properties while the call is taking place. Properties can be saved for specific phone numbers in order to guarantee quicker processing the next time calls are received. In addition, these properties can also be analyzed in the standard samwin Reporting module (such as during marketing campaigns). The categories may be freely defined by the customer.
Compatibility:
The function is available from samwin version 6 and is used in both contact center and attendant console modes.
Example:
A call center logs the purpose of the call. Once the agent has established the reason for the call, it can highlight the call by clicking the user interface, e.g. on “Service request” or “Purchase order”. This value is then saved and can be evaluated at the end of the day or month.