The Labeling system allows users to create labels that can be applied to conversations to distinguish and group them together in a customizable manner for multiple purposes.
Once created, labels can be applied to conversations to tag them in the search result list, making it considerably easier to search for them in future, and refer to them as part of other process's in Luware Recording
✅ You need to have sufficient permissions to be able to use labelling
You must have the Luware Recording “Professional” license or higher.
You can review the licenses packages here - Luware Recording - Solution Packages
To access the label management, go to Data > Labels > Manage Labels.
Create new label
To create a new label, follow the following steps:
- To create a label, first login to Luware Recording with an account that has the correct permissions and go to Data à Manage Labels.
- In the top right-hand corner of your window, select Add New Label.
- This opens the Label Configuration page.
- Here are the options you can configure for your label.
| Configuration option | Description |
|---|---|
| Label | The name of the label. This will appear on the tag showing next to each conversation the label is applied to. This is a mandatory field. |
| Color | Select a color for the label. This will be the background color of the tag showing next to each conversation the label is applied to. This is a mandatory field. |
| Description | Provide an optional description for the label that appears in the label list. |
| Access/Share Expires | This setting relates to the access extension settings configurable below. If a date is set, then the access extension will only be in effect for the selected users till this date. |
| Override "Unable to Access Conversations Older than" Permission | Enable this checkbox if the access extension settings should override the Unable to Access Conversations Older than setting that is configured in the user roles for the affected users. |
| Extend Access to List Conversations |
This option allows you to extend access to list conversations tagged with the label.
|
| Extend Access to Play Back Conversations |
This option allows you to extend access to conversations tagged with the label.
|
| Add/Remove Label to/From Conversations |
This option controls which users can add and remove the label to/from conversations
|
| Visibility |
This option allows you to control which users have visibility of a specific label.
|
| Legal Hold | This option allows you to enable Legal Hold for conversations tagged with the label. For more information on Legal Hold, see the corresponding article. |
- Once you have created your label you can press save, and then you can begin to use your label in Luware Recording.
Applying a Label
Now you have created your label, you can now apply the label to any conversations that you want To apply the label, you can do this easily by searching for conversations and applying the label there.
- Once logged into Luware Recording, go to Conversations à Search
- Search for the conversations you want to label by using the normal search filters to find calls
- There are two different methods for labelling single or multiple conversations
- For labelling a single conversation, in the results screen where your search conversations appear, select the label icon next to the conversation to open the label window, and select your deletion label that you created earlier. Click save to save the label to the conversation.
- For labelling multiple conversations search for all the calls you want to label, and then use the Bulk Modify button, and select Add label to all to label all the conversations in your search
- For labelling a single conversation, in the results screen where your search conversations appear, select the label icon next to the conversation to open the label window, and select your deletion label that you created earlier. Click save to save the label to the conversation.
- You should now see in the conversations search window that your label is showing against the desired calls. You can now use the label for different features in Luware Recording.