Tag interactions and view trends

Interaction tags help you understand the variables that drive performance. Adding tags to your Agent Connect Stream and reports requires a quick update to your CRM integration. Once the change is made, tags you create within your CRM system get passed automatically to Agent Connect and display alongside the relevant feedback.

You can customize the tags that you choose for your business. Some areas you might want to think about include:

• Issue type, reason code, or disposition

• Feature or product type discussed

• Market or client segment

• Escalation status

Tags Trends report

The Tags Trends report aggregates performance data for each tag according to the selected filter criteria. This report provides insight into where your team thrives and areas for improvement.

FAQs

If we already use tags in our CRM system, will they automatically appear in Agent Connect?

No, you need to make a small change to your integration so the tags are passed from your CRM system to Agent Connect. Our Integration team will be happy to help with this process.

Is there a limit to the number of tags that we can pass through?

There is no technical limit, but only 20 tags can be displayed for each card on the Stream. To be most useful, use tags to capture the most common themes for your customer interactions.

If we change tags in our CRM system, do we also need to change them in Agent Connect?

Any updates you make in your CRM system will be automatically reflected alongside all future feedback you generate through Agent Connect.

Updates will not be reflected retroactively. The tags displayed for individual pieces of feedback will be the ones that were on the underlying interaction when the request was triggered.

Do we have to pick from standard Agent Connect tags?

Not at all. You can fully customize the tags so that they match the types of interactions you most frequently receive.