The Tags report in CloudTalk Analytics provides a detailed overview of call activity categorized by different tags. By categorizing calls with specific tags, admins can gain better insights into call reasons, agent performance, and customer interactions. Understanding how tags are distributed allows teams to refine workflows and improve customer service strategies.
Creating and Managing Tags
To effectively track and categorize calls, you can create custom tags within CloudTalk. Follow these steps:
Navigate to Settings > General > Tags / Call Dispositions.
Click + Add tag to create a new tag.
Assign a color for easy identification.
Enter a Tag Name (e.g., "Interested," "Not Interested").
Choose the Type (whether the tag applies to all calls or specific call types).
Optionally, add a Description to provide more details about the tag’s purpose.
Use the Groups dropdown to limit the tag’s availability to specific teams.
Click Save to finalize the tag.
You can also enable mandatory call tagging by toggling the switch at the top, requiring agents to tag each call before moving on to other actions.
You can find more details on creating and managing call tags in this article.
Filters
Filters help you refine the data and focus on specific call segments. Using these filters, you can analyze calls based on direction, assigned agents, or specific call tags.
Available Filters:
Call Direction: Sort data by inbound, outbound, or both.
Tags: Analyze calls by specific tags, such as Support, Sales, Lead, or Follow-up.
Agent: View how individual agents use tags in their calls.
Group: Filter by agent teams (e.g., Support, Sales, or Admins).
Number: Identify call trends associated with specific phone numbers.
Call Status: Focus on either answered or missed calls.
Statistics
Statistics provide a structured breakdown of call activity based on assigned tags.
By clicking on a stat card, you will be able to see detailed information about calls associated with that specific tag. This includes agent details, timestamps, and call recordings (if available), allowing for deeper insights into call handling.
Stats cards
Top Calling Tags – Displays the most frequently used tags and their call counts.
Overall Tags – Shows the total number of unique tags used.
Answered Calls – Displays the number of answered calls with assigned tags.
Missed Calls – Tracks the number of missed calls associated with a tag.
Calls Without Tags – Highlights calls that were not assigned any tag, helping to improve tagging consistency.
Tag Mentions in Calls
The Mentions in Call section helps visualize tag distribution over time:
Use the search bar to find specific tags.
View the number of mentions and percentage usage for each tag.
Adjust the graph view by selecting Week or Month to analyze trends.
Viewing Call Details with Tags
The Call List at the bottom of the report provides a breakdown of calls with assigned tags.
For each call, you can see:
Call Type (Inbound, Outbound, Power Dialer, etc.)
Contact Details (Customer Name, Phone Number)
Agent
Tag(s)
Play Recording Button (If available)
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!