Welcome to the Nautilus Webphone with Call Tagging Module version 2! This article is written to help agents navigate the new built-in features on the webphone that was launched in Q4, 2023. This user guide will be broken down into the following parts:
Table of Content:
New Webphone Look
The Webphone interface has undergone some changes with the addition of two new components - Call Tagging and Call Tag History.
When a call is connected or answered, the Call Tagging feature will now be immediately visible within the Webphone, rather than appearing in a popup after the call ends. This allows agents to initiate tagging and provide comments during the call.
Directly below the call tags section, you'll find the Call Tag History segment. Within this area, the Webphone will display the 10 most recent call tagging histories associated with the same caller phone number over the past 90 days.
Lastly, at the bottom you'll find the standard call logs. These logs provide a view of all current and prior call history made by the agent on this browser.
During the call, agents can initiate call tagging and provide comments. It's essential for agents to select at least one tagging option before saving the information.
Call Tagging with ACW
The 'After Call Work' (ACW) session will follow the call tagging session.
In the event that the agent completed the call tagging before the call ends, there will be no ACW session. However, If the agent hasn't saved the call tagging after call ends, the system will automatically transition the agent into ACW status. This ACW status will persist until the agent either saves the call tagging or until the ACW reaches the default timeout duration.
Call Tag History
Throughout the call, agents will have the view of the call tag history, which showcases the 10 most recent call tagging records linked to the same caller's phone number within the last 90 days.
The call tag history presents the following information:
- Date and timestamps
- Call ID (pertaining to the Nautilus-backed call tracking ID)
- The agent responsible for tagging
If the call history display gets too long, agents can scroll both vertically and horizontally in the webphone interface to navigate it.
Please note that the system may take up to 60 seconds to retrieve the tag history, meaning that calls which have just ended within the last 60 seconds may not be immediately visible within the call tag history.
If you have any questions, feel free to drop us an email at firstname.lastname@example.org or connect to us via your designated WhatsApp group chat.