This powerful function of the Verba System provides great benefits for enterprises by allowing the enrichment of technical information with related business information and conversation content-related data.
This makes searching far easier and enriches reporting, thereby can support complex and sophisticated business processes and workflows as well as improving process and service quality of the organization.
A few attributes attached to a conversation can help a lot with finding the conversation later, identifying and managing exceptions, etc. Of course, in conjunction with these the conventional technical attributes/fields like conversation time, duration, and phone numbers can still be used to find a conversation in the database.
Several comment templates can be defined, which are fully customizable in line with the needs of the organization as set up by the administrator.
The Metadata Template Configuration item can be accessed from the System menu. To add new metadata template fields or create entirely new templates, use the options in the top right corner.
When comments are added for the first time to a given conversation, a comment template has to be selected first. The list of available comment templates is collected from the group settings. If a user is part of a group, all comment templates associated with the given group are available for commenting.
Once all the comments have been added, press the Save button to store the comments in the database.
If the user is associated with more than one group, they will be able to add comments using any of the available comment fields for those groups.
Every user who is authorized to view a given conversation will be able to add comments to a conversation. Comments added by a specific user cannot be modified by another user.
On the conversation list, the mark (blue square) indicates that the comments have been entered to the conversation.
For further information on comment administration, see Comment Template Administration.