Mark contacts for training or HR

Marking contacts for training or HR allows you to easily find these contacts later to use as training examples or to escalate to human resources.

NOTE   Marking contacts does not automatically send contacts to a training or HR system. What happens with these contacts depends on how your organization uses Workforce Optimization.

Prerequisites

• You have the View Contacts permission.
• You have the Mark for Training permission and/or the Mark for HR permission.
• You have recordings within your scope.

Page location

Interactions > Double-click a contact

You can also open the Media Player by clicking a contact in one of these locations:

• The Agent Explorer page
• In the Details pane of an Analytics widget
• In Data Explorer

Procedures

Mark a contact for training

1. Double-click the contact to open it.
2. Click the Options icon (upper right corner of the page).
3. Select Mark for Training.

Mark a contact for HR

1. Double-click the contact to open it.
2. Click the Options icon (upper right corner of the page).
3. Select Mark for HR.

Related topics

• Find contacts—Find marked contacts later using the Recording Flags filter.
• Play contacts
• Tag a contact—Tagging contacts is another way to set aside contacts that you want to find later.