Call tagging

[fropa]

Hi, I need to use call tagging. How can I tag calls individually, so I could sort calls depend on these tags then?

[Itgigi (Loway)]

Hello Fropa,

This is Iacob from the Loway support team.

You can add Tags and Variables on a call, once they enter the queue.

Each call that arrives on queue "Sales" for example, can be tagged as

"Client1" or "Client2" by using a queue_log record like this:
 

${TIMESTAMP}|${UNIQUEID}|NONE|NONE|INFO|TAG|Client1

or

${TIMESTAMP}|${UNIQUEID}|NONE|NONE|INFO|TAG|Client2

if you want to attach product information I would use a variable like this:

1030001|3.1|NONE|NONE|INFO|VAR|MY_VAR_NAME|MY_VAR_VALUE

so for example, let's say a call arrives on queue "Sales" (300) for Client1 Product1

1579015075|1579015075.736|300|NONE|ENTERQUEUE||221|1

1579015075|1579015075.736|NONE|NONE|INFO|TAG|Client1
1579015075|1579015075.736|NONE|NONE|INFO|VAR|PRODUCT|PRODUCT1

1579015077|1579015075.736|300|SIP/220|CONNECT|2|1579015075.737|1
1579015090|1579015075.736|300|SIP/220|COMPLETEAGENT|2|13|1

This way, in the reports, you can filter by queue, by tag and by variable, in whichever combination.

You can also build a regular expression and filter by more than one variable at the same time.

Best Regards,
Iacob

[fropa]

Is it possible to tag each call individually from web panel?

[Itgigi (Loway)]

Hello Fropa,

If you ware using the QueueMetrics Agent Page you can set a specific outcome for each individual call, sure.

You can have a look at more information in our documentation:
https://manuals.loway.ch/QM_UserManual-chunked/ch09.html

Best Regards,
Iacob