The Call Tag Statistics Report is a summary analysis report showing the numerical distribution of calls occurring in a specific date range based on their subjects, outcomes, or customer requests.
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 the operation by grouping tags (call subjects) selected by representatives at the end of the call, dialed on the IVR, or selected by supervisor/quality control users.
Key Features:
Summary View: Instead of examining individual calls, it presents how many calls were received for which subject in bulk.
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: Seeing that representatives receive too many calls on specific topics, you can organize trainings to increase their knowledge level on that subject.
Product/Service Feedback: You can provide data to Product Management teams by identifying the subjects on which customers create the most complaints or requests regarding your products or services.
Report Filters
To analyze the data, the following filters are used:
Date: Determines the start and end time for which statistics will be calculated.
Report Type: There are two options available: List and Tree view.
List View: Shows how many times all tags that were selected at least once were chosen within the relevant date range.
Tree View: Shows how many times which tag was selected by displaying the main tag and sub-tag relationship schematically.
Report Columns and Descriptions
Column Name | 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 chosen 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 view is as follows (referring to the screen below).
If the Report Type is "Tree View", the view is as follows (referring to the screen below).
