Predictive auto dialing system
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Sometimes managers can join conversations using means other than transferring calls or conferencing. Instead, they can take calls from agents or connect from the Realtime page using the whisper option.
In such cases, you can use the tagging managers feature. The purpose of this feature is to gather statistics about managers' joining agent calls.
Agents can tag managers in calls by applying tags that you created for specific campaigns. They can click the Start 3d side button on the predictive dialing page and select a manager from the dropdown list.
When the manager disconnects, they need to click End 3d side.
Statistics for managers tagged in calls is available in the Call Record List report. In the Status column, there are question marks if a manager was tagged in the call.
You can click on the question mark to view who was tagged and when they started and finished speaking.
Details about managers tagged in calls are also available in the report saved as a CSV file.
To create manager tags:
To assign a manager tag to a campaign or several campaigns, or unassign it:
To assign multiple manager tags to campaigns:
You can enable, disable, and delete a manager tag or multiple tags in the same way.
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