Tags allow agents to add metadata to their calls. Agents can choose a tag before selecting an Outcome of a call to describe the call in more detail.
You can analyze which tags have been used within your contact center on the Tags Report and see which specific tags were applied to a call from the Calls Report.
To access the Tags Report, hover over the Analytics icon in the Navigation bar click on Calls and select Tags.
Select a Date Range : The date and time picker on the right will allow you to select a date and time range for your report. You can manually select the date range or select from the pre-defined date ranges listed.
Add a Filter : Select the data you want to view, and exclude the data you do not wish to see.
Visualize Data on a Graph : View your report in either pie or line graph format.
Filters on Tags report will provide data for the below variables:
Once the desired filter has been applied and the report generated the following fields will be shown:
- Tag name : The name of the tag applied to call
- Call Duration : The total call duration for that tag.
- Average Call Duration : The average call duration, displaying in hours, months and seconds
Display data in a table : Deep dive into your reports and view your data in columns.
Export : Retrieve selected call reports in PDF, XLS and CSV format. All reports are printable by clicking Print report button.