Manage shelf categories

Create shelf categories so that your agents can tag each (call, e-mail or IM) interaction they decide to shelve.

When shelving, a dialog appears where they can specify a category, such as Complaints, Follow-up, Technical Query, etc..


Click on Management_shelf_button.pngto open the create shelf pop-up window:


On the create shelf pop-up window:

  • Insert the shelf name.
  • Click SAVE to apply changes.


Click on User_profile_actions.pngto open the shelf profile:


On the pop-up window you can:

  • Edit the self profile.
  • Delete the shelf profile.