Improvements to Contact Tags

New Contact Tag Allocation Method

We've added a new Allocation method in Builder: You can now allocate work based on Contact Tags. You do this by selecting the 'Contact Tags' option from primary or secondary allocation method dropdown in the allocation window.

You then choose which specific contact tag value you would like that piece of work to be assigned to from the 'Contact Tag' dropdown.

The list of contact tags you can choose from are defined in the General Settings section of Builder.

At runtime, the system will look for users associated with the work items which have been tagged with the configured user type tag, and allocate the work to them. If multiple users share this tag, the system will select the user with the least amount of work items in their inbox to allocate to.

Global Contact Tags

You now have the option to set Contact Tags as global so they can by used by any service agent, regardless of their Supplier Company. You can do this when adding a new Contact Tag in the General Settings section of Builder and leaving the Supplier Company field blank. The Contact Tag will then be classed as global and can be used by any service agent, regardless of their Supplier Company.

If you do select a Supplier Company, the Contact Tag can only be used by service agents with the same Supplier Company.

Please note that the Supplier Company cannot be changed after the Contact Tag has been added.