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Understanding and filtering your tag statistics

  • Updated

By using tag statistics, you can boost performance analyses for your teams. 📈 Filter your tag statistics to analyze the performances of the tags you’ve created. This way, you can more efficiently supervise your teams’ KPIs and created detailed reports.📝

 

 

Understanding your tag statistics

 

Head to the Dashboard, and go to the “Tag Statistics” section in the “Statistics” menu.

You initially have the percentage of calls with or without a tag. In the example below, 7% of calls are tagged. To complete all calls, you can refer to this article: Authorizing your users to tag their calls

 

 

You can then view all your tag statistics 📊:

  • Filter Total calls
  • Call duration

 

By using the filters you want, over a defined period, you’ll be able to display the tag colors, name and call total. Through the use of tags, you’ll even be able to identify which tags are most used and decide which trends are most relevant for you to track.

 

 

E.g. A company is launching a new marketing campaign for its current customers regarding a new feature, the manager asks agents to tag a call each time the customer mentions the new feature. At the end of the week, the manager can see that 101 calls mentioned this feature.

 

 

Filtering your tag statistics

 

You can filter your tags based on several types of information and over a defined period. To do this, simply click "Edit filters", select whether you want to display the statistics for all calls, your switchboards or only your direct lines:

 

 

You have the option to sort by note or tags:

 

 

Then, define the time frame you want to display your data for:

 

 

You can filter the call criteria that’s useful for you:

 

 

And finally, you can sort by:

  • Displaying all tags, which enlarges the tag boxes
  • Differentiating between "or" / "and"
  • By color
  • Searching for the desired tag(s)

 

 

If you want, you can even "customize" your filters by defining one or more tags and then defining the time period you want to view data for:

  • By IVRs
  • By group for one or more teams
  • By user for one or more employee

 

 

The previous filters remain available, the date, “exclude or only display certain calls” and tags (colors and/or search name).

 

So, now you know how to analyze your tag statistics, so you can continually boost your teams’ performances. 🎉