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Contact centre agents can classify contact requests using the classify window, which is automatically presented at the end of a conversation. This allows for quick entry of information to classify help requests for reporting and metrics. Classifying a queue interaction enables agents to apply predefined identification info to calls, chats, or emails, helping administration quickly identify common problem types. Agents can flag calls for further investigation or escalation to a supervisor. Fields in the classify window can be modified using drop-down boxes or direct text entry, with some fields possibly required before finishing the classification and returning to availability. Select a client type to enter a claim, account, or provider.
