Advanced Analytics - Settings - How to create and use call tags

Modified on Thu, 21 Dec 2023 at 06:16 PM

Description: The purpose of this article is to provide a detailed overview of the process for creating call tags through the Settings section of Ooma Enterprise Advanced Analytics, as well as the subsequent use of these call tags.

Advanced Analytics serves as the primary digital workspace for end-users involved in call analytics. Within this portal, users can access various tools and features to efficiently manage and supervise their call analytics.

How to Create Call Tags

Once you are within the "Settings" section of Advanced Analytics, navigate to the "Call Tags" option in the newly introduced left-hand menu of the "Settings" section. Clicking on it will open the corresponding page.

The feature of call tagging is designed to provide flexibility by enabling the addition of customized information to call records. This helps to contextualize the calls outside the communication platform and enhances the quality of call reports.

To create a call tag, press the "+Add Tag" button

A pop-up dialog menu will appear on the right-hand side of the window.

There are two fields that need to be configured here.

  • Name: this field is used to input the name for the newly created call tag.
  • Tag Type: when you click on this field, a dropdown menu of call tag types becomes accessible for you to choose from.

  • Text: by using call tags of the "Text" type, you have the ability to include personalized information, such as reference numbers. 

When you check the "Apply a default value" box, a new field will be displayed where you can enter any text of your choice.

  • Yes/No: by using call tags of the "Text" type, you can easily flag calls as VIP or Sale, for example.

When you check the "Apply a default value" box, a new field will be displayed where you can select a particular "Yes" or "No" option.

  • Pick List: by using call tags of the "Pick List" type, you can categorize calls based on their type or outcome. When you select this specific tag type, a new tab will be visible in the call tag configuration dialog form.

It is necessary to add one or more valid items on the "Items" tab within this form before saving it. To add an item, input it in the provided field and click the plus symbol next to it. A list of items will be generated below. If you want to remove an item from the list, click the "X" symbol next to the item you wish to delete. 

In case you check the "Apply a default value" checkbox in the "Details" tab, a new field will appear allowing you to choose a specific item that you have previously entered on the "Items" tab.

  • Numeric: by using call tags of the "Numeric" type, you can rate a call for performance. When you choose this type, two additional fields will become visible, enabling you to define the range of rating options.

If you select the "Apply a default value" checkbox, a new field will appear, allowing you to designate a default rating value that will be automatically assigned to all calls.

  • Link Record: by using call tags of the "Link Record" type, you have the ability to add a reference number with a link, such as an Order or Support Ticket or an Enum number. To include a link of your choice, use the "Link URL" field and add a placeholder {value} where the tagged data will be inserted.

By enabling the "Apply a default value" feature, a corresponding field will be displayed to set the default value.

Using default values for call tags is a simple method to distinguish between different sessions. For instance, you may assign extension numbers such as "1" or "SALES" for the calls to the sales department, "2" or "TECHS" for the calls to the tech support department, and so on.

Upon clicking the "Save" button, the new Call Tag will be created and placed in the table of existing call tags

To modify the call tag, simply click on the "Edit" button, and the right-hand side of the window will display the same pop-up dialog menu for entering call tag details. 

To remove the call tag from the table, click on the "Delete" button, and a pop-up window will appear, prompting you to confirm the action by typing "delete."

How to Use Call Tags

After creating a call tag, you can integrate it into call flows. The following example illustrates a call tag that designates calls to be received during AM/PM time of day.

Next, you should create one or more filters based on the specific call tag.

This user guide will not cover the creation of filters. For more details on this topic, please refer to the related article titled "Advanced Analytics - Filters," accessible through this link.

For the given example, two filters were created to distinguish between AM and PM.

And their parameters are as follows:

Then, in order to implement these filters into a call flow, you should use the Ooma Enterprise Admin Portal. To log into it, simply use this link.

Navigate to the "Callflows" option in the left-hand menu of the portal to access the corresponding section. From there, choose an existing call flow or create a new one where you intend to integrate the recently created call tag

This user guide will not cover the creation of call flows. For more details on this topic, please explore the related set of articles accessible through this link.

The call flow designed to manage calls received during AM/PM time of day will appear as follows. As you can see, two types of action blocks are used in this call flow: Time of Day and Webhook.

To configure the webhooks, you will require the Tag URL - Call flow of the call tag. You can find it by going back to the "Call Tags" section of the Advanced Analytics app.

Insert this link into the URL fields of each webhook and designate the corresponding filter in the {value} section of the call tag's initial Tag URL - Call flow.

Upon pressing the "Save Changes" button for each webhook, the call tag and its associated filters will be incorporated into the call flow.

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