Tag a contact

The Calabrio ONE administrator controls how long contacts are available on the Interactions page. However, if you want to keep a contact for longer than your organization’s standard retention period, you can tag it. Tagging a contact applies a new retention time to that recording. Depending on how your organization uses tagging, Calabrio ONE retains tagged contacts for a longer or shorter time than non-tagged contacts (see Manage data retention policies for QM and Analytics).

NOTE Tagging a contact overrides some QM workflow rules. If you apply a tag before a QM workflow runs, then Calabrio ONE keeps that contact and all of its associated media such as audio and screen recordings, regardless of the workflow’s retention policies. If you apply a tag after a QM workflow runs, then that tag only affects the audio of that contact, not the screen recording. This means the QM workflow policy applies to the screen recording for that contact, but tagging overrides the workflow policy for the audio. If Calabrio ONE has recycled the audio recording because a QM workflow has run, that audio is restored. See Automate QM workflows or QM Quick Reference Guide to Workflows for more information about QM workflows.

Prerequisites

You have the Tag Contact permission and/or the Untag Contact permission.
Your role and scope allow you to view recordings.

Page location

Interactions

Procedures

Tag a contact

Select the contact (don’t open it).
Click Tag Contact ( upper right of the page). The icon changes to the Untag Contact icon.

Untag a contact

Untagging a contact applies your organization’s standard retention period to the contact.

Select the contact (don’t open it).
Click Untag Contact ( upper right of the page). The icon changes to the Tag Contact icon.