Calls and interactions can be categorized via Q Classifications and are user-definable. This functionality allows administrators to create any number of custom classifications for both call types and end results. Agents can then choose from drop-down menus in the user interface to categorize interactions from the provided classifications.
Classifications are used to track types of calls and/or outcomes. This information is saved to the call record. This functionality is often referred to as dispositioning or disposition codes.
There are two types of Classifications: Type and End Result . Both of these drop-down menus are displayed within the interaction window.
To make a new classification, go to Configuration > Q Classifications > New Classification.
Classification
The text you want to appear in the classification drop-down list on an interaction.
Location
By default, new classifications have a global setting—meaning they will show up on all interactions, in all queues. If you want to limit this classification to a specific queue, you can do so with this menu.
Type
A basic switch to determine whether this classification is for an interaction type or end result (e.g., “Support Call” for Type, and “Issue Resolved” for End Result).
Default
Toggle this switch if you would like this classification to be the default (e.g., support call as the type within a support queue).