How to set if SMS/MMS categorization is mandatory

Monitoring administrators can use Mandatory SMS/MMS categorization in first open to set whether or not it is mandatory for a monitor to always categorize SMS and MMS when they open a message. If this is enabled then the following message is displayed and the monitor cannot close the chat timeline window without setting a category.

Mandatory SMS/MMS categorization in first open is available on the Monitor management settings screen so that you can set whether or not this applies to all queues by default, and the Create new monitoring queue and Editing queue screen screens to apply on a per queue basis.

You can set whether or not SMS/MMS categorization is mandatory for all queues by default, and you can also set this on a per queue basis.

  1. On the main menu click Intercept Center, then click Queue management.

    The Queue management screen opens.

  2. To set:

    • the default for all monitoring queues:

      1. click on the top-right of the screen.

        The Queue management settings screen opens.

      2. Set Mandatory SMS/MMS categorization in first open to your desired setting.

    • on a per monitoring queue basis:

      1. For a new queue click , or for an existing queue click .

      2. Select Show advanced configuration then set Mandatory SMS/MMS categorization in first open to your desired setting.

  3. Click Save.

    NOTE: It is not possible to save any changes to a monitoring queue when there is currently a communication on the queue being monitored. You must wait till the communication has ended.