Call Classifications

Introduction

CallClassifications can be used to Tag conversations, for example by using the WebAgent.

 

Explanation per field

In order to manage CallClassifications, the following fields should be filled in:

Item	Description
Title	Name of the Classification
Level	Create multiple layers of classifications.

 

Scenarios

One selectable Classification

Create an item per Classification, all with level 0.

For example:

• Level 0

  • Incident

  • Problem

  • Other

The result in the client will be one dropdown, with the 3 options.

 

Classifications with sub Classifications

Create an item per Classification combination, separate with ;.

For example:

• Level 0

  • Incident;New

  • Incident;Update

  • Problem;New

  • Problem;Cancel

  • Other

The result in the client will be one dropdown, but when "Incident" or "Problem" is selected an additional dropdown will appear. Only the sub options of the selected item will be shown. In the case of "Incident", "New" and "Update" can be selected. In the case of "Problem", "New" and "Cancel" can be selected.

 

Classifications multiple questions

Create an item per Classification Level combination, each question with its own level.

For example

• Level 1

  • Incident

  • Problem

  • Other

• Level 2

  • New

  • Update

  • Cancel

The result in the client will be one dropdown with the 3 options and when one is selected all the options in level 2 will be selectable. Regardless of the selected option in level 1.

 

Create/Edit/Remove item

Item can be created, edited or removed.