Tag Fields
Tags can be modified to fit our specific needs. To customize a tag gor to Roster>Tags and click the tag you would like to customize to open the tag sidebar.
Name
Incoming leads will be searched for tag names, if one is found, the corresponding tag will be attached to the lead. This tag name will also be displayed to agents when they are offered the lead.
Tag Rules
Default tags (tags not marked exclusive or required) are also reffered to as prefferential tags. You do not need to match a preferential tag to qualify for a lead. You can qualify for a lead based on geolocation or if the setting “Every agent qualifies for all leads” is turned on. Agents that match prefferential tags will qualify higher in the queue than agents that dont.
Exclusive
Exclusive tags make a lead harder to qualify for. If a lead contains one or more exclusive tags an agent must contain at least ONE to qualify for the lead.
Required
Required tags also make a lead harder to qualify for. If a lead contains one or more required tags an agent must contain ALL required tags to qualify for a lead.
Note: Think of Exclusive Tags as “OR” functions and Required Tags as “AND” functions.
- If a lead comes in with multiple Exclusive Tags, tan agent must have “Exclusive Tag 1” OR “Exclusive Tag 2” to qualify.
- If a lead comes in with multiple Required Tags, an agent must have “Required Tag 1” AND “Required Tag 2″ to qualify.
Weight
Weight changes the importace of the tag. Users that match tags with higher weight will qualify for leads before users that match tags with low weight.
Say a lead comes in with two tags:
Product 1 (has a weight of 10)
High Value (has a weight of 90)
And we have 3 agents with these tags:
Sarah: Product 1, High Value
John: Product 1
Mike: High Value
Sarah would be offered the lead first because they match both tags.
Mike would be offered the lead second because they matched the more important tag.
John would be offered the lead third because they matched the least important tag
Apply to all users
If you toggle this on the tag will be applied to all users. This is usefull if a tag should be displayed to users when they are offered a lead but should not affect routing.
Tag Alias
If a lead payload contains a tag alias the tag will be attached to the lead. The tag aliases are not displayed to the agent on lead offer.
Applying Tags
You can apply a single tag to multiple agents from the tags page or add multiple tags to a single agent from the users page
From The Tags Page
Select the tag you would like to assign to agents to open the tag sidebar
Apply the tag to all users using the “Apply to all users” toggle. or click “Add Tag To Multiple Agents” to select which users should have this tag.
On the left is a list of agents without the selected tag. The right is a list of agents who have the tag alerady. Select the users you would like to change and click the right or left arrow to move users from one list to the other.
From The Users Page
Select the user you would like to add tags to to open the user sidebar, and scroll down to the “+Add Tag” section.
Type the name of the tags you would like to add. Click the green check when you are finished to save.