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Tag and score calls automatically based on call data or caller behaviour

Smart Tag allows you to automatically tag and score your calls based on the attributes of the call - for example, calls over 2 minutes in duration - or your caller's behaviour - for example, pressing 1 to speak to Sales. Once a call is tagged, that tag can be used as a filter when integrating into 3rd party platforms.

Introduction to Tag Groups

Creating a Tag Group allows you to group similar tags together as well as giving you the flexibility to use these tags in advanced reporting (Coming soon!).

Tip: If you have a single, standalone tag that you want to report on, you will need to add a group name for that tag.

Configuring Smart Tags

  1. Select Power Ups from the sidebar.
  2. Under Smart Tag, click Configure

    power-ups-smart-tag-tile

  3. Select the account you would like to configure Smart Tags on.
  4. Click + New Tag
  5. Enter your tag name - this is the name which will be shown in the call log for matching calls.
  6. Enter the name for your tag group - if you are adding to an existing tag group, simply enter the group name here.
  7. If you would like to assign a score to matching calls automatically, click the star icon and select the required score.

    power-ups-smart-tag-score

  8. Select the colour for the tag.
  9. Add the conditions which must be met for the call to be tagged - you can add as many conditions as you need.

    Available conditions:
    Tracking Source - calls received through the tracking source(s) specified
    Call Status - calls with the call status(es) specified
    Duration - calls greater and/or less than the number of seconds specified
    Talk Time - calls with a talk time greater and/or less than the number of seconds specified
    Caller Type - calls from a new or returning caller
    Lead Scorer - calls with a specific keypad input from the caller (A-leg) or the answering party (B-leg)

  10. Click Save.

Congratulations! Any new calls matching your criteria will automatically be tagged! 🎉

 

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