The main purpose of tagging is to give a role visibility of information specific to them without them being able to see information they don't need.

Examples of using tagging are, but not limited to;

• Only allowing certain users/teams to see information regarding their specific campaign(s).
• For clients with multiple office sites using the same portal but working with different campaigns/products/data etc.
• Allow access to a client to see information regarding their data - dashboard stats etc.

Set up

When tagging is first activated, nothing will change initially and everyone will see what they have always seen on the system up to that point.

Step 1 - Adding tags;

You can add tags in the following areas of MaxContact;

• List Admin - Lists
• CTU Admin - On Users, Teams and Campaigns
• IVR Editor - Lookup Lead element
• Inbound Numbers
• Channels

If you add tags to your relevant campaigns, all teams and users associated with them will inherit that tag. You need to make sure all the relevant people are in the correct teams on the correct campaigns (You can add tags directly to users so for example, admin staff not in the dialling team can have the same tags as campaigns assigned directly).

Step 2 - Permissions page;

All roles will have a certain set of permissions which relate to tags added to the permissions page upon activation of tagging.

The options and their actions are;

Block cross tag assignment - With this selected, if a user tries to assign a list to a campaign without matching tags, the system wont allow it. See this guide for more information.

Can Assign Tags - Allows the users in the role to assign tags to users, teams, campaigns etc.

Can Create Tags - Allows the user to create tags in the pages detailed in the 'Adding Tags' section below.

Filter Data To Tag Groups - You can choose whether to have tagging affect the role by checking the 'Filter Data To Tag Groups' checkbox. This will 'switch on' tagging for the role(s).

Tag Super Admin - Makes the role unaffected by tagging.

Tags Are Visible - Users will be able to see the tags assigned via the pages listed in the 'Adding Tags' section below.

If you tick the permission called 'Filter Data To Tag Groups' before creating and assigning tags, then log out and back in, the user(s) will not be able to see any data. Therefore, its imperative you have created tags and assigned them to the required users before checking this option for all.

Affected areas

Manage Campaigns - With tagging switched on, a user with tags assigned will only see the campaigns and lists that match their tags.

Record History - Here, a user with tagging assigned will only have the ability to see lead records that have matching tags. The functionality of the screen will remain e.g. the ability to edit the lead, change a result code or play the recording.

Data - All sections within the Data tab are filtered by tags apart from the Table Creator and DNC Lists. 

Recordings Playback - Here, users with tags assigned will only see call recordings pertaining to the campaigns & lists with matching tags.

CTU- Users will only see the Campaigns, Teams and users with matching tags here. You should make sure the correct people have access to this page and that they have correct permissions in place. If you have permission to access this page and therefore, create campaigns, teams and users but have 'filter data to tag groups' you can create campaigns, teams and users and assign tags but if you refresh or leave the page before assigning a tag, whatever you created will disappear from view.

Lists - On this page, the user with tags assigned will only see lists that have the matching tag(s).

System Activity - Only calls to/from leads on lists that have matching tags will display.

Callbacks - Here, users will only see the agents and their callbacks that have matching tags.

Queues - When accessing the queues page with tagging on, you will see all queues but you will only see the users with the same tag as you.

Inbound numbers - In terms of calls coming in from customers; When a lead calls in on an inbound number, the system looks at the tag(s) on the number against the Leads tag(s) from the List they are on (Data). If it matches, it will pull through that lead for the agent when connected. If it doesn't match, it will create a new lead on the default list for that inbound campaign and associate that lead with that Lists tag.

Address book - Here, if any numbers in the address book are allocated to a campaign that are tagged with your tags, you will see them. If you try and edit the campaign allocated (campaign ID column), you will only see campaigns in the drop down that have the same tag. 

BI - all BI sections are affected by tagging, if you don't have matching tags to the data displayed that Dashboards/Wallboards are presenting, you will not see the information.

Reporting -Filter what data level options users are presented with when running Standard reports.

Data - All of the Data section is affected by tagging apart from the DNC list and Table Creation. So you will only see data contained on lists that you have matching tags with.

Quality -  All sections here are affected by tagging apart from the coach manager section, where you can select any user to see who they have been coaching that day. You will only see users, their call recordings and any other data or information if you have matching tags on all other pages.

Contact Hub - You will only be able to log into campaigns with matching tags and speak to customers from lists/inbound numbers with matching tags.

Pages that are not affected by tagging can be 'permissioned' off so users can't access them.