The Call Tag Statistics Report is a summary analysis report that shows the numerical distribution of the calls made in a specific date range by their subject, outcome, or customer request.
Menu path: Reporting > Call > Call Tag Statistics
Purpose and features
The primary purpose of this report is to provide a data-driven answer to the question "For what reason do our customers call us the most?" It maps the content of your operation by grouping the tags (call subjects) that are selected by agents at the end of a call, dialed on the IVR, or selected by supervisor or quality control users.
Key features
Summary view: Instead of examining individual calls, it presents in bulk how many calls were received for each subject.
Volume analysis: Helps you identify the most recurring problems or requests (Pareto analysis).
Simple and clear: Presents a lean table focused directly on subject and count rather than complex metrics.
Benefits
Reviewing this report regularly provides your business with strategic insights:
Root cause analysis: By examining the tags with the highest counts, you can identify the fundamental problems customers experience and improve your processes.
Marketing impact: You can measure the effect of marketing activities on call traffic by monitoring the increase in the relevant campaign tag during campaign periods.
Training planning: If you see that agents receive a high volume of calls on specific topics, you can organize training sessions to increase their knowledge of those subjects.
Product/service feedback: You can provide data to Product Management teams by identifying the subjects on which customers create the most complaints or requests about your products or services.
Report filters
The following filters are used to analyze the data:
Date: Determines the start and end time for which the statistics are calculated.
Report Type: Two options are available: List and Tree view.
Report types
List view: Shows how many times each tag that was selected at least once was chosen within the selected date range.
Tree view: Shows how many times each tag was selected by displaying the main tag and sub-tag relationship schematically.
Report columns
Column | Description |
Tags | The list of tags selected during or at the end of the call. |
Count | The numerical value showing the total number of times the relevant tag was selected within the selected date range. |
Usage
Select the Reporting > Call > Call Tag Statistics report.
Select a Date range from the filters and make your Report Type selection.
If the report type is List, the report is displayed as shown below.
If the report type is Tree, the report is displayed as shown below.
