Q Classifications

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.

Open

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).