Call Classifications

Note

An Enterprise license or higher is required to access these features.

Note

An additional AnywhereNow WebAgent license is required.

Introduction

Call Classifications can be used by an agent in the WebAgent to select and append a predefined tag (or multiple tags) to conversations during or right after a call with a customer. Also see Learn More

The Classification will be appended and stored to the call record in the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database. Call Classifications can then be retrieved in PowerBI, and/or will be shown in the Universal Timeline (see below)

Prerequisites

One of the following must be active to use CallClassifications:

When using a browser, with WebAgent client
- The WebAgent Service installed, see: Install WebAgent Service
- Your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. linked to WebAgent, see: Link UCC to WebAgent
- The CallPropertyService must be installed and configured on the AnywhereNow Server, see: Install Call Property Service.

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.

Various Classification Level 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.

Mandatory Classification

The WebAgentService plugin setting ClassificationRequired can be used to make it mandatory for the agent to leave a classification. Once this is enabled, the agent must select and save a classification before they can click on handle, ensuring that every conversation is classified. For more information, click here.

Note

If the ClassificationRequired setting is enabled, it will conflict with the AutoFinishAudioDialogue setting. The AutoFinishAudioDialogue setting will take precedence, meaning the Dialogue will be automatically closed and the Agent will no longer have the option to classify.

Create/Edit/Remove item

Item can be created, edited or removed.

Warning

Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.