Create shelf categories so that your agents can tag each (call, e-mail or IM) interaction they decide to shelve.
When shelving, a dialog appears where they can specify a category, such as Complaints, Follow-up, Technical Query, etc..
Click on 
to open the create shelf pop-up window:
On the create shelf pop-up window:
- Insert the shelf name.
- Click SAVE to apply changes.
Click on 
to open the shelf profile:
On the pop-up window you can:
- Edit the self profile.
- Delete the shelf profile.