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 Missed Parameter	Misclassification: Place either on the Collect input "Missed" or the Classification "Default"	Agent failed to understand the caller
Performance	Success Fail	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	Send Email Send SMS Route call Webhook	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.