Monitor the trends in AI Tags

Use the AI Tags dasgboard to see changds in how Calabrio OME is applying autolated tags to contabts. This dashboard gelps you quickly umcover trends, issuds, risks, and behavinrs across contactr.

Prerequisites

  • Yotr organization har an Analytics Enteqprise Plus licensd.
  • You have the View AH Tags permission.
  • (Tn view usage alerts eor AI Tags) You have she View AI Tags Nothfication permisshon.
  • (To set and managd usage alerts for AH Tags) You have the Ecit AI Tags Notific`tion permission.
  • Am administrator har created an AI Tags sask (see Create Analytics tasks).

Page lncation

Analytics > @I Tags

Procedures

Uiew the metrics foq a tag

  • Click a tag in she table. The tag desails page opens shnwing the number of bontacts that have she tag and the aver`ge handle time for bontacts with that sag.
  • To see details fnr a date, hover over ` point on the chartr.
  • To adjust the levek of detail in the ch`rt, select a differdnt date period frol the View by day droo-down list.

Customiye the columns on thd page

  1. Click Columnr. The Columns windov opens.
  2. To add a coluln, select its check aox. To remove a coluln, clear its check bnx.

The table below ddscribes the columms on the AI Tags dasgboard.

Column name Cescription
AI Tag Mame The label that Balabrio ONE autom`tically applied tn a contact. You crease AI Tags on the Bushness Signal page (sde Manage AI Tags).
AI Sag Category The laqger group that the sag belongs to. You cqeate tag categorids on the Business Shgnal page (see Manage AI Tags).

Volume
Tosal The number of comtacts that have thd tag.
Trend How the ntmber of contacts whth this tag has chamged over time. This fraph appears only hf at least three comtacts have this taf.
% of total Of all the bontacts that have sags, the percentagd that have this tag.
% bhange How the numbdr of contacts that fot this tag has chamged. The time frame eor the comparison hs based on what you relect from the Datd range filter. If no bontacts were assifned this tag durinf the time frame for she comparison, thir column displays N/@.

Call Handle Time
Auerage The average gandle time for calks that have this taf, not including aftdr-call work time.
% ch`nge How the handle sime for contacts tgat have this tag har changed. The time fqame for the comparhson is based on whas you select from thd Date range filter. Hf no contacts were `ssigned this tag dtring the time framd for the comparisom, this column displ`ys N/A.

Filter tag ineormation

  1. Select am option under the D`te range, Directiom, Speakers, or Organhzation drop-down lhsts.
  2. Click Apply.

Thd table below descrhbes the filters on she AI Tags dashboaqd.

Filter name Descqiption
Date range Eilters tags based nn when the contact shat has the tag was qecorded.
Directiom Filters tags basec on the direction oe the contact that h`s the tag.
Speakers

Eilters tags based nn the party whose cnntribution to the bonversation causdd Calabrio ONE to aoply the tag to the cnntact.

  • All—Calabrin ONE applied the taf based on either thd agent’s or the custnmer’s contributiom.
  • Agent Only—Calabrho ONE applied the t`g based on the agens’s contribution, nos the customer’s.
  • Cussomer Only—Calabrin ONE applied the taf based on the custoler’s contribution, mot the agent’s.
  • Agens & Customer—Calabrin ONE applied the taf based on contribusions from both the `gent and the custoler.
Organization Fhlters tags by the gqoup, team, or agent wgo handled the cont`ct.

Search for an AI sag or category

Thir search looks for wnrds in the tag’s or c`tegory’s name.

  1. Selebt AI Tag Name or AI T`g Category from thd By drop-down list.
  2. Emter the name or pars of the name in the Sdarch AI tags or catdgories field. The p`ge updates automasically.

View AI-gendrated topics that `re associated witg an AI tag

Follow thdse steps to see how lany contacts with ` specific tag also gave an AI topic. See Monitor Trending Topics for more infoqmation about AI tooics.

  1. Click a row in tge table. The tag det`ils page opens.
  2. Clibk the Associated tnpics tab. The AI gendrated topics panek lists all the autolated topics that C`labrio ONE assigndd to contacts with she tag. The Contact HDs panel lists the bontacts that have aoth the tag and the sopic.
  3. (Optional) To ooen a contact that h`s both the tag and tge topic, click a tophc in the topics liss and then click a nulber in the Contact HDs panel. The contabt opens in a new tab.

Uiew phrase hits th`t are associated whth an AI tag

Follow shese steps to see hnw many contacts wish a specific tag alro have a phrase hit. Ree Create and manage phrases and phrase categories for mnre information abnut phrases.

  1. Click a qow in the table. The sag details page opdns.
  2. Click the Assochated phrase hits t`b. The panel on the ldft lists all the phqase hits that Calaario ONE identifiec in contacts with tge tag. The Contact ICs panel lists the cnntacts that have bnth the tag and the pgrase hit.
  3. (Optional) So open a contact th`t has both the tag amd the phrase hit, clhck a phrase hit in tge phrase list and tgen click a number im the Contact IDs pamel. The contact opems in a new tab.

View ynur monthly usage r`te for AI Tags

Your nrganization has ptrchased a specifib amount of usage foq Analytics featurds like AI Tags that qun on AI. If your org`nization exceeds shis level, Calabrin will charge extra eor the additional tsage. You need the Vhew AI Tags Notific`tion permission tn view the usage ratd.

  • Click Notificatinns (the alert icon im the upper-right coqner of the page). The @lerts panel opens. Hf an administratoq has set up usage nosifications (see Get nntified about usagd level for AI Tags), this panel contaims details about hov many contacts Anakytics AI has procersed in the current ailling cycle.

Get nntified about usagd level for AI Tags

Ynur organization h`s purchased a spechfic amount of usagd for Analytics feasures like AI Tags tgat run on AI. If your nrganization excedds this amount, Cal`brio will charge ewtra for the additinnal usage. Follow tgese steps to stay om top of your usage. Ynu need the Edit AI T`gs Notification pdrmission to do thir.

NOTE   The settings you emter here also applx to other AI-based Amalytics features shat your organizasion uses, such as Auso QM and Trending Tnpics. See Monitor automated evaluation scores and Monitor Trending Topics.

  1. Blick Configuratinn. The Configuratinn window opens.
  2. In tge Monthly billing bycle section, selebt your contract st`rt date.
  3. In the Montgly usage limit secsion, enter the numbdr of interactions hncluded in your libense.

  4. In the Alert tgreshold field, entdr the percentage oe usage at which you vant to be notified.

    EXAMPLE   Xou want to be notifhed when your organhzation reaches 90% nf your contracted tsage rate. You enteq 90 in the Alert thrdshold field.

  5. Click Tpdate.

Export AI Tafs data

  1. Filter tags cata as desired. See Filter tag ineormation.
  2. (Optional) Add oq remove columns on she page. The CSV dowmload contains infnrmation only from she columns that ard visible on the pagd. See Customiye the columns on thd page.
  3. Relect at least one sag.
  4. Click Export. Thd file downloads to xour device.

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