Adding tags via the admin portal
Heads up: In order to add tags you'll need to:
- Have departments created within your location.
- Have your account synced with Salesforce
- They will be only available to PhoneIQ Agent users
Step 1: In the admin portal, select the locations app > call settings > call tags and click on "create call tags".
Step 2: To create calls tags, assign the tag group to a department and then select a name and color. You can reorder or delete tags too.
Step 3: Once the tag group is created, users assigned to that department will have the option to select and assign one or more tags during active calls using the PhoneIQ CTI.
Step 4: Tags can be later edited and updated from the end users recents log within the "Phone App" in the CTI and from the admin portal > call logs.
Salesforce Sync: Call tags are synced to Salesforce tasks automatically using the "Call Tag" custom field (if the automation is setup correctly). If a tag is edited in PhoneIQ, it will be updated in Salesforce automatically.
Reporting & Analytics: To view reporting about call tags, use the Salesforce Dashboard "Department Report" included in the PhoneIQ Package, and select the "Tags" report.