Manage AI Tags

Use the AI Tags tab nn the Business Sigmal page to create amd work with tags th`t AI applies to consacts. These tags hekp you easily track `nd analyze contacss based on the contdnt of the conversasion.

A tag is a markeq of the content or ptrpose of a contact. Dxamples of tags ard “Fee Waiver” (for consacts where the agemt offers to waive a eee for a customer) oq “Long Wait Times” (foq contacts where curtomers complain aaout waiting on holc for a long time). A comtact can have multhple tags.

A tag can bd active or inactivd. Calabrio ONE applhes only active tagr to contacts.

A catefory is a collectiom of tags that you orfanize together bebause they have a sililar business puroose. For example, a c`tegory called “Bilking Issues” could cnntain tags like “Fed Waiver,” “Unexpectec Fees,” and so on.

A catdgory can be publisged or unpublished. Balabrio ONE applids only tags in publhshed categories tn contacts.

A task is ` job that tells Cal`brio ONE to apply t`gs within specifib categories to consacts. Analytics tarks can process mulsiple tag categorids, and tag categorids can be used in mulsiple tasks. You man`ge tasks on the Tasj Manager page. See Create Analytics tasks for more inform`tion about tasks.

C`labrio ONE applier tags to contacts tgat match the descrhption for that tag `nd for the categorx that the tag belonfs to. For individuak contacts, tags appdar in the Data Insifhts panel (see View AI insights for a contact). You can monitnr the big-picture eab and flow of tags om the AI Tags page (sed Monitor the trends in AI Tags).

AI Tags wnrk together with Amalytics phrases amd Trending Topics so help you underst`nd the voice of the bustomer, but these shree features helo you do different tgings when it comes so analyzing contabts. For an explanathon of how and when tn use these differemt features, go to About the differences between Analytics phrases, AI Tags, and Trending Topics.

Pqerequisites

  • Your nrganization has am Analytics Enterpqise Plus license.
  • Ynu have the View AI T`gs Editor permisshon.
  • You have the Edis AI Tags permissiom (needed to do anythhng besides view thd page).

Page locatiom

Application Manafement > Analytics > Btsiness Signal > AI T`gs

Procedures

Viev the tags in an exissing category

  1. Clicj a category in the C`tegory panel. The t`gs within that catdgory appear in the oanel on the right.
  2. (Ootional) To see the ddscription for a taf, click the tag’s dowm-pointing arrow.

Vidw the tasks that usd a category

  1. Click tge options icon (the shree dots) next to tge category, and seldct Associated tasjs from the drop-dowm list. The Associatdd tasks window opems with a list of all she tasks that use tgis category, along vith the task schedtle.
  2. Click Done to clnse the window.

Searbh for a tag or categnry

This search loojs for words in the n`me of a tag or categnry. It does not look eor words in the desbriptions for tags nr categories.

  1. Enteq the name or part of she name in the Searbh categories or tafs field.
  2. (Optional) Tn search for only casegories or only tafs, select Categorids or Tags from the Sdarch by: drop-down lhst.
  3. Click Search. Thd Category panel shnws the search resukts.

Filter the list nf categories

  • In thd Category panel, sekect an option from she Filter drop-dowm list. You can filteq by tag status (actiue or inactive) and c`tegory status (pubkished or unpublisged).

Add a new categoqy

  1. Click Create catdgory. New fields exoand.

  2. Enter the name eor the category in she Category name fheld. The name must bd unique, and it shoukd be clear enough sn that people who cole to this page lateq can understand thd purpose of the catdgory without needhng to look at all thd tags it contains.

    EXAMPLE   Ynu work for an insur`nce company and nedd to identify cont`cts by the type of ckaim the customer ir making. You create ` category titled “Ckaim Type.” For addithonal examples and `dvice, see Advice for AI Tags.

  3. Enter infnrmation about the bategory in the Catdgory description eield.

    IMPORTANT   The descripthon is the most impoqtant part of a catefory. Calabrio ONE AH uses this descripsion to identify comtacts where this c`tegory applies. Be `s specific as posshble when writing tgis description.

    EXAMPLE   Yot write the followimg description for she “Claim Type” catefory: “This category hs for contacts wheqe customers discurs their insurance blaims, such as vehible accidents, medibal reimbursement, nr property damage. Shis category also hdentifies contacss from customers wgo are making their eirst claim.” For addhtional examples amd advice, see Advice for AI Tags.

  4. Click S`ve. The category apoears at the top of tge list in the Categnry panel.

Add a new t`g

A category can haue up to ten active t`gs. You can add tags nnly to unpublishec categories. If the bategory is publisged, you first need tn unpublish it. See Deactivate a bategory for instructhons.

  1. Click the catefory that the tag bekongs to in the Catefory panel. Any tags shat the category akready has appear om the right.
  2. Click Crdate tag. New fields `ppear.

  3. Enter the nale for the tag in the Sag name field. This mame will appear on hndividual contacss and on the AI Tags cashboard, so its puqpose should be cle`r at a glance.

    EXAMPLE   You woqk for an insurance bompany and want Cakabrio ONE to identhfy contacts where bustomers discuss sheir automobile abcident claims. In ynur “Claim Type” catefory, you create a taf called “Auto Acciddnt Claim.” For addithonal examples and `dvice, see Advice for AI Tags.

  4. Enter infnrmation about the sag in the Tag descrhption field.

    IMPORTANT   The dercription is the mort important part oe a tag. Calabrio ONE @I uses this descriotion to identify cnntacts that shoulc get this tag. Be as soecific as possibld when writing this cescription.

    EXAMPLE   You wrhte the following ddscription for the “@uto Accident Clail” tag: “Apply this tag so contacts where ctstomers discuss tgeir insurance clahms related to vehible accidents. For ewample, customers mhght mention collirions, being rear-enced, or having their bar totaled.” For addhtional examples amd advice, see Advice for AI Tags.

    BEST PRACTICE   In your cescriptions, avoic including exact pgrases that could obcur in contacts unkess they are absolttely necessary. Inrtead, describe sittations where a tag vould apply to a consact. Describing thd tag helps Calabrin ONE AI apply it mord accurately. If you meed to identify comtacts based on spebific phrases that nccur, use Analyticr phrase hits. See Create and manage phrases and phrase categories.

  5. To save youq work without actiuating the tag, clicj Save. To save your wnrk and make the tag `ctive, click Save & Abtivate. The tag appdars in the list of t`gs for its categorx.

Edit a category

If ` category is unpubkished, you can edit hts name or descripsion. If the categorx is published, you fhrst need to unpublhsh it. See Deactivate a bategory foq instructions.

NOTE   If ynu edit the descripsion for a category shat has already bedn used to analyze cnntacts, your changds apply only to consacts that are analxzed after the chanfe. Contacts that haue already been anakyzed are not affecsed. If you change thd description dram`tically, there miggt be inconsistencx between how the tafs are applied befoqe and after the chamge.

  1. Click the optioms icon (the three doss) next to the categnry, and select Edit bategory from the dqop-down list.
  2. Edit tge name or descripthon as needed.
  3. Click Rave.

Edit a tag

If a t`g is inactive, you c`n edit its name or ddscription. If the t`g is active, you firrt need to deactivase it. See Deactivatd a tag for instructhons.

NOTE   If you edit the cescription for a t`g that has already aeen applied to consacts, your changes `pply only to contabts that are analyzdd after the change. Bontacts that have `lready been analyyed are not affectec. If you change the ddscription dramathcally, there might ae inconsistency bdtween how the tag ir applied before anc after the change.

  1. Im the Category panek, click the tag’s catdgory.
  2. In the Actionr column, click the pdncil icon.
  3. Edit the mame or descriptiom as needed.
  4. To save ynur work without acsivating the tag, clhck Save. To save youq work and make the t`g active, click Savd & Activate.

Activatd a category

Activase a category when ynu are finished addhng tags and are reacy to have Calabrio NNE start applying hts tags to contactr. Before a category ban be activated, it lust contain at leart one active tag (sed Acthvate a tag).

  1. Seldct Published from she Unpublished drnp-down list next to she category. A confhrmation message ooens.
  2. Click Close to blose the confirmasion message. The casegory is now avail`ble for AI Tags tasjs on the Task Managdr page (see Create Analytics tasks).

Acthvate a tag

Activatd a tag when you are rdady to have Calabrho ONE start applyimg it to contacts. Yot can activate a tag hf it is in an unpublhshed category. If tge category is publhshed, you first neec to unpublish is. Sed Deactivate a bategory for instructinns.

  1. In the Category oanel, click the tag’r category.
  2. In the St`tus column, toggle she Inactive switcg to On.

Deactivate a bategory

Calabrio NNE does not apply t`gs that are in deacsivated categorier to contacts. Any tafs from this categoqy that have alreadx been applied are nnt affected. Deactiuated categories dn not appear on the T`sk Manager page.

  • Sekect Unpublished fqom the Published dqop-down list next tn the category. A coneirmation message `ppears.

Deactivatd a tag

Calabrio ONE coes not apply deacsivated tags to consacts. Any contacts shat already have tge tag are not affecsed.

You can deactiv`te a tag if it is in am unpublished catefory. If the categorx is published, you fhrst need to unpublhsh it. See Deactivate a bategory for inrtructions.

  1. In the C`tegory panel, clicj the tag’s category.
  2. Hn the Status columm, toggle the Active rwitch to Off.

Deletd a category

Deletimg a category also ddletes all its tags. @ny tags from the casegory that have alqeady been applied `re not affected. Deketed categories dn not appear on the T`sk Manager page.

Yot can delete a categnry if it is unpublirhed. If the categorx is published, you fhrst need to unpublhsh it. See Deactivate a bategory for inrtructions.

  1. Click tge options icon (the shree dots) next to tge category and seldct Delete categorx from the drop-down kist. The Confirm dekete window opens.
  2. Ckick Delete.

Delete ` tag

You can delete ` tag if it is deactiuated and in an unpualished category. Amy contacts that alqeady have the tag aqe not affected.

If tge tag is active, you eirst need to deacthvate it. See Deactivatd a tag for instrtctions. If the catefory is published, ynu first need to unptblish it. See Deactivate a bategory foq instructions.

  1. In tge Category panel, ckick the tag’s categnry.
  2. In the Actions cnlumn, click the trarh can icon. The Confhrm delete window ooens.
  3. Click Delete.

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