Add and manage call categories

1. Go to the Categories page and click +Add new category

2. You'll be brought to the bottom of the category list, where your new category has a default name.

3. Enter a new category name, one that will be meaningful to the people who'll be using the category.

4. Click Add / edit filters to choose which calls you want to collect in the category.

   Note

   Some filters aren't supported in Insights. Insights are designed to help you compare performance between teams and team members. Filters that include multiple teams or focus only on the customer's side of the call aren't supported.

1. Click Insights > Team.

2. Click on the category field in the top right corner to open the dropdown menu.

   

3. Click +Add a category at the bottom of the menu.

4. You'll be brought to the Categories page. Click +Add new category.

5. You'll be brought to the bottom of the category list, where your new category has a default name.

6. Enter a new category name, one that will be meaningful to the people who'll be using the category.

7. Click + Add / edit filters to choose which calls you want to collect in the category.

1. Go to the Categories page and hover the card of the category you want to rename.

2. Click beside the category name and enter the new name. Click to save.

1. Go to the Categories page and hover the card of the category you want to edit.

2. Click the Add / edit filters button and select the filters you want. Click Save.

To change of the order in which categories appear on the Team page, re-order

1. To change the order in which categories appear on the Team page, click Company settings > Customize analysis > Categories and hover the category card.

2. Click and drag the category into the order that you want.