Call Tagging #

Call tagging provides a way to add custom data to call reporting records. This means call records can be supplemented with data from outside the communications platform, allowing analytics of customer experience and user performance to have more context.

How do call tags work? #

Call tags are effectively key/value pairs of information that are attached to a call. Each tag instance has a key name, such as 'Customer Reference' or 'Call Result'. These can then be used to add a value to calls.

Once a tag has been configured, it will generate a unique 'ID' which can be used in a URL to tag calls.

A single call can be tagged with multiple different tags, but only one instance of each.

For example, a call could be tagged with a 'Disposition' tag and 'Category' tag, but not 2 'Disposition' tags. If a call is tagged twice with the same tag key, only the last tag will be saved.

Configuring call tags #

Any user with the Manage Customer Settings can add or update tags.

The following tag types are supported:

For more information on creating tags, please refer to the Call Tags settings section.

Tagging calls from an external application #

Calls can be tagged from any external application, as long as it has the ability to do a POST request with the required parameters.

The example below shows the format of the request required.

https://webhook.na.myreports.cloud/tags/{tagid}?value={value}&userId=00000000-0000-0000-0000-000000000000

or 

https://webhook.na.myreports.cloud/tags/{tagid}?value={value}&presenceID=1001

note

Ensure the region in the URL matches the region where your system is hosted:

North America -> webhook.na.myreports.cloud
United Kingdom -> webhook.uk.myreports.cloud
European Union -> webhook.eu.myreports.cloud
Australia / New Zealand -> webhook.au.myreports.cloud

Using call tags in reports #

Call tags can be added as fields to non-segmented call lists and can also be used as filters for any of the call reports.

In addition, tags for a call are displayed on the Call Session view.

URL Encoding #

To ensure that the URL being used to tag the call is not broken by any data entered into the {value} field, the value must be URL encoded. This means substituting any characters that would break the URL with a placeholder value.

For example, to add the value 'Sales Call' to a tag URL, the space in 'Sales Call' needs to be replaced with a %20, making it 'Sales%20Call'.

https://webhook.na.myreports.cloud/tags/00000000-0000-0000-0000-000000000000?value=Sales%20Call&userId=00000000-0000-0000-0000-000000000000

or

https://webhook.na.myreports.cloud/tags/00000000-0000-0000-0000-000000000000?value=Sales%20Call&presenceId=1001

The easiest way to URL encode a value is to use one of the readily available websites, just search 'URL Encoding'.

The table below list the most commonly required substitutions:

Example use cases #

The following sections show some example use cases for call tagging.

Account Codes / Reference Numbers #

Tags can be used to add information to specifically identify a customer, order or support ticket for example. This can be in the form of an account code or other reference number.

Using tags in this manner allows reports to be run to see how many times a customer has called in over a period, or how many calls there have been regarding a specific support ticket or order number.

To use a tags in this manner, use the 'Text' tag type.

External Links #

The 'Link Record' works like the 'Text' tag but can be displayed as a link to the user. So if a call has been tagged with a specific reference number, when the tag is displayed in the ~.Dimensions.~ interface, it can be clicked on to open an external system such as a CRM or Support system.

Disposition Codes #

The 'Pick List' tag type can be used to specify a list of available call results for a call. Calls can then be tagged by users through softkeys in order to indicate a 'Sale' or 'Appointment' for example. These call results can then be viewed on the call reports to analyse performance over time.

Call Categories #

Categories can be assigned to calls using a Webhook as the call passes through the various call flows on the communications platform, before it gets presented to a user. Categorizing calls as 'Sales' or 'Support' calls allows call traffic to be analysed based on the type of call.

Use the 'Pick List' tag type to create a list of possible call categories.

Call Flags #

The 'Yes/No' tag type can be used to flag specific calls. This is useful for flagging abusive callers or flagging a call as a 'Sale' if disposition codes are not being used.

Post Call Surveys #

Using call flows and web hooks, post call surveys can be created using the 'Numeric' or 'Pick List' tag types. Each survey answer can be created as a new tag instance, allowing multiple survey answers to be tagged against a single call.