Call Classifications

Note

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

Note

An additional Dialogue Cloud WebAgent license is required.

Introduction

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

The selected classification is appended to and stored in 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 Power BI and are also shown in the Universal Timeline (see below).

Prerequisites

The following must be active to use Call Classifications:

When using a browser with the WebAgent client:
- The WebAgent Service must be 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. must be 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

To configure Call Classifications, fill in the following fields:

Item	Description
Title	Name of the classification.
Level	Creates multiple classification levels.

Various Classification Level Scenarios

Important

Only one classification type can be configured at a time. The scenarios below are alternative setup options and cannot be combined in the same Call Classification configuration or SharePoint classification list. In particular, classifications configured by level and classifications configured with semicolon-separated values must not be used together.

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 one item per classification combination, separated by ;.

For example:

Level 0
- Incident;New
- Incident;Update
- Problem;New
- Problem;Cancel
- Other

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

Classifications with multiple questions

Create one item per classification, with each question on 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. When one is selected, all options in level 2 remain selectable regardless of the selected option in level 1.

Multiple selectable classifications

If agents need to assign multiple classifications to the same conversation, configure the same set of classifications on each level.

For example:

Level 1
- Incident
- Problem
- Other
Level 2
- Incident
- Problem
- Other
Level 3
- Incident
- Problem
- Other

The result in the client will be a separate dropdown for each configured level, each containing the same options. This allows the agent to assign one classification per level and therefore multiple classifications to the same conversation.

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 Handle, ensuring that every conversation is classified. For more information, click here.

Note

If the ClassificationRequired setting is enabled, it conflicts with the AutoFinishAudioDialogue setting. The AutoFinishAudioDialogue setting takes precedence, meaning the dialogue is automatically closed and the agent no longer has the option to classify it.

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.