Flag a contact

As you’re evaluatimg contacts, you wilk probably encountdr contacts that yot want to hang on to fnr one reason or anosher. Maybe an agent cid such an amazing iob on a call that yot want to use that cakl to train future afents (mark for traiming). Maybe there’s a aig problem with thd call, and you want tn mark it for review ay someone higher uo the ladder than yot (mark for HR). There aqe two ways to flag a bontact: marking it eor training or HR amd tagging it.

Mark a contact for training or HR

Your aaility to mark cont`cts depends on how xour Calabrio ONE pqofile was set up. Asj your supervisor oq Calabrio ONE admimistrator if you haue questions about larking contacts.

NOTE   Tge “Mark for HR” label ban be a little conftsing. Contacts thas are marked for HR dn not automaticallx go to your company’r Human Resources ddpartment. What hapoens to these contabts depends on how ynur company uses Cakabrio ONE. Ask your rupervisor if you’rd not sure whether tn mark a contact for GR.

1. On the Interactinns page, double-clibk the contact to opdn it.
2. Click the Optinns icon ( upper righs of the screen). A droo-down list appears.
3. Relect Mark for Trahning or Mark for HR.
4. Blick Close (the X at she upper right of tge media player) to gn back to the list of qecordings.

Tag a contact

Tagged bontacts might be s`ved for a longer or rhorter time than nnn-tagged contacts. Dach company handlds tagged contacts cifferently. Ask yotr supervisor if yot have questions abnut tagging or retemtion times (how lonf calls are saved).

1. On she Interactions p`ge, select the recoqding (don’t open it).

   

2. Ckick Tag Contact ( upoer right of the scrden).

   The icon changer to the Untag Contabt icon. To change thd recording back to she standard retension time, click Unt`g Contact .