Sometimes managers can join conversations using means other than transferring calls or conferencing. Instead, they can take agent calls or connect from the Realtime page using the whisper option. Also, managers can join calls outside the Dialer.
In such cases, you can use the manager hashtag feature. This feature aims to gather statistics about managers joining agent calls.
Enabling the Feature
If you are interested in the manager hashtag feature, you can submit a support ticket with a request to enable it. After permission has been granted, you can proceed with the next steps.
Creating Manager Hashtags
To create manager tags:
Go to Campaigns and select All Campaigns.
Click Expand All.
Find the campaign for which you want to create a manager hashtag. Go to the Actions column, click Rare, and select HashTags:
In the page that opens, click New HashTags.
In the pop-up window, fill in the necessary information:
In the HashTag Name/s box, enter manager names separated with a comma. This allows tagging users outside the Dialer.
Otherwise, you can select Dialer manager users from the Existing Users drop-down list.Select campaigns from the Campaigns drop-down list. You can also assign campaigns later.
Leave Enable in the State drop-down list or select Disable if you don't want to enable the manager hashtag(s) immediately.
Click Add.
Assigning Manager Hashtags to Campaigns
You can assign the hashtags while creating them, as explained in the previous step, or manage existing hashtags as follows.
To assign a manager hashtag to a campaign or several campaigns or unassign it:
In the list, find the hashtag you wish to assign. To limit the displayed results, you can use several search filters in the upper part of the page.
Click a button next to the filter name.
Select the necessary values from the drop-down list or search for a particular value. For example, in the Category filter, you can select User to display tags for Dialer user names or choose Tag Name to display tags for manager names:
Click Search.
Go to the Actions column in the hashtag row and click Edit.
In the window that pops up, select or unselect campaigns in the drop-down list.
Click Save.
To assign multiple hashtags to campaigns:
Select hashtags in the list:
Choose Assign next to Take the following action.
Select campaigns from the Campaign drop-down list.
Click Process.
You can enable, disable, and delete a hashtag or multiple hashtags similarly.
Applying Hashtags in Agent Calls
Agents can tag managers in calls by applying the hashtags you have created for specific campaigns. They can click the Start HashTag button on the predictive dialing page and select a manager from the drop-down list.
When the manager disconnects, they need to click End HashTag.
Viewing Manager Hashtag Statistics
Statistics for managers tagged in calls is available in the Call Records List report. You will see a hashtag symbol in the Status column if a manager was tagged in the call.
You can click on the hashtag 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.