1. How to add Tags?

a. Log in to the Agent Workspace with an account holding ADMIN permissions.
b. Click on the Settings icon in the lower-left corner.
c. In the scrolling toolbar that opens on the left side, click on the Tags tab.
d. Select a topic name for the group and click Add (ex: Sales).
e. After adding the group name, click Add a Tag in the Tag Management tab, type the name of the tag you want to add later to which group it belongs to and whether the tab belongs to customers (customer tagging - example: past customer, new customer) or calls (customer registration call, customer calls, MTA) and click Add.
f. It will then be possible to apply the tags to a call whether it is a customer tag or a call tag.