Tags

The system supports tagging for both conversations and calls to aid in reporting, searching, and user statistics generation. Tags are admin-defined, and users can apply them to both types of interactions. The following outlines how the system will work:

1. Tag Management:
   Admin-Defined Tags:

• Tags are predefined by admins.

• Admins can define separate sets of tags for conversations and calls.

• Admins can enable or disable defined tags. Tags cannot be deleted once used, ensuring valid reports and statistics. However, unused tags can be removed.

  Configuration Limits:

• Admins can set a maximum number of tags that can be applied in total, as well as configure distinct limits for conversation tags and call tags.

• The maximum length for each tag is 50 characters.

• A default number of tags will be provided, and admins can configure the specific values via the admin configuration page.

2. Conversation Tagging:
   Tagging Interface:

• Users can manage conversation tags using the tag button in the conversation header.
• Users can view, add, or remove tags during the conversation.
• Multiple tags can be selected for each conversation.

3. Call Tagging:
   Tagging Process:

• Call tags can only be applied after the call is finished, during the After Call Work (ACW) period.
• The user cannot tag the call in the Call Detail Records (CDR) or the call history card.
• The system will present a form during ACW, where the user can add tags and notes for the call.

ACW Behavior:

• While in ACW, the user’s status is set to ACW and no calls will be routed to them.
• The system will show an ACW timeout to indicate when the user must finish tagging or adding notes.
• After ACW, the system will automatically switch the user’s status to Available.

Required Call Tags:

• If a call tag is configured as Required by the admin, the user must select at least one tag before they can save or resolve the call.
• The user will not be able to click "Save" or "Save & Resolve" without selecting a tag.

3. Handling ACW Timeout and Incoming Calls:

   • If the user is still tagging or adding notes when the ACW timeout occurs and an incoming call is received:
   • Auto-Answer Disabled: A special notification will alert the user.
     The dial-pad will be disabled, preventing the user from answering the call until they save the tags/notes.
   • If the user attempts to answer the call, the system will display a warning message reminding them to complete the tagging/notes process before answering.
   • Auto-Answer Enabled:
     The system will end the ACW session and automatically transition to the new call.
     The system will tag the previous call with a predefined tag, "Untagged."
   
   

4. Viewing Tags and Notes:

• Users can view the tags and call notes by clicking the “tags” or “call note” button in the call card after the call is completed.