Call topics and topics custom fields allow you to specify the subject of the conversation with the Customer. During or after the call, the Agent can include additional information regarding, for example, orders placed by the Customer or the matter with which he or she is contacting the contact service.
Configuration for Infoline queues
Configuration for manual calls
Call topics#
Configuration of conversation topics is available under Advanced → Call topics.
A table of created topic groups will appear on the screen. Click the button to add a new topic group.
Enter the group name and confirm by clicking the button .
The created group will appear in the table - click on it to add topics.
Click the button .
In the text box, enter the name of the topic that will be associated with the added group. Also, decide if the topic fields will be shown after selecting the topic. If you want, you can change the color of the topic, which will allow you to systematize customer information. For example, topics related to sales will be marked in green, while complaints will be marked in red. Confirm by clicking .