Call tags analytics allows you to measure and track how your conversations are categorized. In this guide, you’ll learn how to view your tagged call metrics, compare tag volume to total calls, and analyze individual tag performance across your team.

Analyze call tags and category performance

1. Navigate and understand your Tag analytics 

Track the overall adoption of call tagging by analyzing your team's global tagging rate.

1. Edit your filters.
2. View the percentage and the total number of calls with tags.
3. Use the filters to view metrics by Total calls (Number of incoming, outgoing and missed calls with a tag) or Call duration.
4. Hover your mouse over any specific tag bar and see the details.

2. Set call tags filters

Basic filters

Select the option : All calls, Only IVR, Only direct line, or Personalize. Select the Call type : Answered calls, Missed, Went to voicemail, Outgoing, or Outgoing calls not connected. Define the Date range : a specific period or select a preset date range. Select specific Markers Select Countries. Choose Contacts to filter further.

Advanced filters

Refine your list by targeting specific call setups or system outcomes. Choose whether to Exclude or select Only this type for your selected filters.

Nature of the Call

• Inter-Ringover calls: Focuses on internal calls made between Ringover users.
• Transferred calls: Isolates calls that were forwarded from one user or queue to another.

Particular Status

• Calls where no keypad option was selected: Calls where the caller reached an IVR menu but hung up or was routed without pressing a key.
• All users in call flow unavailable: Calls routed to a queue or team where every designated agent was offline, busy, or on snooze.
• Outgoing calls answered by a machine: Outbound calls where the system detected an answering machine or voicemail instead of a live recipient.
• Calls received outside of working hours: Incoming calls that arrived outside of your configured business hours.

Specific call elements

• Calls with notes: Calls containing written agent feedback.
• Calls with survey responses: Calls where the customer completed an after-call survey.
• Calls with recorded conversations: Calls with audio recordings available.
• Calls with voicemail messages: Calls where the caller left a voicemail.
• Calls answered by Airo: Calls handled by Ringover’s AI agent system.

Duration Type

Refine your list by adding duration thresholds. Make sure to select either "Exclude" or "Only this type" for each duration threshold to ensure you don't return unrelated call history. Click in the middle to not take it in account.

1. Select a metric (Total call duration, Total talk time, Time spent in call queue, Duration of calls put on hold, Ring duration, After-Call Work duration, or Time spent in IVR menu).
2. Set your time interval threshold using minimum or maximum options.

Transfer Management 

Choose how to treat transferred calls:

• Multiple calls: Logs each leg of a transfer as a separate call record.
• A single call: Groups the entire transfer chain into a single call record. 
• If choosing A single call, decide when it counts as answered (A call is answered, The first call is answered, or The last call is answered)

Selecting "A single call" combined with "The last answered call" is a great best practice to keep your team leaderboards clean and prevent double-counting of transferred calls.

Tags

1. Select the AND / OR logic search option.
2. Filter tags by color, search for tags by name, and select them to apply the filter.

🎉 You now know how to analyze call tag statistics and can use this data to identify caller trends and monitor agent compliance!