Flags and flag folders overview
Contacts and evaluations can be tagged with one or more flags (contact flags and evaluation flags), to indicate that these entities require further attention.
Once items are tagged with a flag, they are pushed to a corresponding flag folder. Using flag folders, you can locate your flagged items easily for review and follow up. You can also search for contacts and evaluations according to their assigned flags.
Flags and flag folders are available to you only if they are assigned to your group and role in the Assignment Manager application. If you are assigned the same flag folder as other users, you are able to share information with each other.
The system comes with a set of predefined flags and their corresponding folders. More customized flags can be created in the system using the Flags and Folders application. Corresponding flag folders are created once these flags are assigned to contacts or evaluations. Items are retained in the folder until either removed from the folder, or until the retention period of a flag folder passes. Items are still tagged with the corresponding flag even after they are no longer in the folder, until the flag is removed from the item.
Pushing or removing a contact/evaluation from a flagged folder can result in an alert. If defined in the Tracking module, an alert is displayed in the form of an email message or pop-up message to specific users. In the Tracking module, you can also set an alert if contacts/evaluations remain in a flagged folder over a specified number of days.
Example: Employees and managers sharing information using flags
You can create an interactions flag called Follow up and assign it and its corresponding folder to both employees and supervisors. After supervisors listen to interactions that require follow up, they can assign the Follow up flag to the interaction. The flagged interaction is automatically pushed to the corresponding Follow up folder. The employee can then access the Follow up folder and review the flagged interaction again.
Flags in Real-time Speech Analytics
Real-Time Speech Analytics (RTSA) monitors interactions while they are in progress and triggers actions based on the content of an interaction. When Real-Time Speech Analytics detects that specific words or phrases are spoken in a call, the system triggers a user-defined action such as automatically assigning the interaction to a specific folder. The folder can then be accessed when searching for specific interactions and for analyzing the effectiveness of the real-time notifications.