Tags
Tags are a tool for users to define important milestones in the conversation.
It enables you to query for important insights (e.g. what are my most common call topics, how many calls were routed to a live agent, how many calls ended successfully, how many times the agent didn't understand the caller, etc.).
A Tag can be placed on any node on the graph. Each time a conversation reaches a tagged node, the attached tag will be collected (see below "tags collection").
Tags Definition
A tag is a property on the agent level, each tag will have a Tag name and will be associated with a Category. The category will assist in reporting.
How and where to place a tag
On each node, there is an option to attach one or more tags (category + tag name). Once you open a node, you will notice three dots on the top right next to the save button.
If you click on the dots, it will show you the option to add a tag. You can also remove or edit an existing tag from a node.
Examples
Category | Tags | How to use it | Insight |
Fallback |
| Misclassification: Place either on the Collect input "Missed" or the Classification "Default" | Agent failed to understand the caller |
Performance |
| Place right before the End Call node / Any other node that indicates success (e.g. route/SMS or any other) | Shows calls that were successful or failed |
Action |
| Place on the relevant action node | Shows calls that included an action (e.g. Calls/Emails/SMS/Webhook) |
Flow | Label the tag based on its content | Place on the Conditions node | Indicates that a conversation went through a specific flow |
Classification | Label the tag based on the topic of the intent | Place on the Classification node from one of the intents outputs | Shows that a session included a specific intent Can indicate the most common call topics |
Tags Collection
Tags will be collected per session in real-time. Each time a conversation reaches a node, the attached tag will be collected.
If the same Node was reached twice, the tag will be collected twice - and so on.
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