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[Music] contact centre agent classifying a contact request if classifications are enabled on inbound or outbound queue interactions you are presented with the classify window automatically once the conversation has ended letting you quickly enter information to classify the help requests for reporting and metrics classifying a queue interaction lets the agent apply predefined identification info to their queue calls chats or emails allowing administration to quickly spot common problem types sudden Rises and issues and can even be flagged to a supervisor with a selected reason to easily mark a call for further investigation or escalation efforts depending on the classification configurations and rules set in the admin portal any of the fields in the classify window can be modified by drop-down box or direct text entry and some fields may even be required for entry before you can finish the classification and return to available select a client type to enter a claim account or provider
