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").
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.
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.
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.