Monitor the trends in AI Tags

Use the AI Tags dashboard to see changes in how Calabrio ONE is applying automated tags to contacts. This dashboard helps you quickly uncover trends, issues, risks, and behaviors across contacts.

Prerequisites

  • Your organization has an Analytics Enterprise Plus license.
  • You have the View AI Tags permission.
  • (To view usage alerts for AI Tags) You have the View AI Tags Notification permission.
  • (To set and manage usage alerts for AI Tags) You have the Edit AI Tags Notification permission.
  • An administrator has created an AI Tags task (see Create Analytics tasks).

Page location

Analytics > AI Tags

Procedures

View the metrics for a tag

  • Click a tag in the table. The tag details page opens showing the number of contacts that have the tag and the average handle time for contacts with that tag.
  • To see details for a date, hover over a point on the charts.
  • To adjust the level of detail in the chart, select a different date period from the View by day drop-down list.

Customize the columns on the page

  1. Click Columns. The Columns window opens.
  2. To add a column, select its check box. To remove a column, clear its check box.

The table below describes the columns on the AI Tags dashboard.

Column name Description
AI Tag Name The label that Calabrio ONE automatically applied to a contact. You create AI Tags on the Business Signal page (see Manage AI Tags).
AI Tag Category The larger group that the tag belongs to. You create tag categories on the Business Signal page (see Manage AI Tags).

Volume
Total The number of contacts that have the tag.
Trend How the number of contacts with this tag has changed over time. This graph appears only if at least three contacts have this tag.
% of total Of all the contacts that have tags, the percentage that have this tag.
% change How the number of contacts that got this tag has changed. The time frame for the comparison is based on what you select from the Date range filter. If no contacts were assigned this tag during the time frame for the comparison, this column displays N/A.

Call Handle Time
Average The average handle time for calls that have this tag, not including after-call work time.
% change How the handle time for contacts that have this tag has changed. The time frame for the comparison is based on what you select from the Date range filter. If no contacts were assigned this tag during the time frame for the comparison, this column displays N/A.

Filter tag information

  1. Select an option under the Date range, Direction, Speakers, or Organization drop-down lists.
  2. Click Apply.

The table below describes the filters on the AI Tags dashboard.

Filter name Description
Date range Filters tags based on when the contact that has the tag was recorded.
Direction Filters tags based on the direction of the contact that has the tag.
Speakers

Filters tags based on the party whose contribution to the conversation caused Calabrio ONE to apply the tag to the contact.

  • All—Calabrio ONE applied the tag based on either the agent’s or the customer’s contribution.
  • Agent Only—Calabrio ONE applied the tag based on the agent’s contribution, not the customer’s.
  • Customer Only—Calabrio ONE applied the tag based on the customer’s contribution, not the agent’s.
  • Agent & Customer—Calabrio ONE applied the tag based on contributions from both the agent and the customer.
Organization Filters tags by the group, team, or agent who handled the contact.

Search for an AI tag or category

This search looks for words in the tag’s or category’s name.

  1. Select AI Tag Name or AI Tag Category from the By drop-down list.
  2. Enter the name or part of the name in the Search AI tags or categories field. The page updates automatically.

View AI-generated topics that are associated with an AI tag

Follow these steps to see how many contacts with a specific tag also have an AI topic. See Monitor Trending Topics for more information about AI topics.

  1. Click a row in the table. The tag details page opens.
  2. Click the Associated topics tab. The AI generated topics panel lists all the automated topics that Calabrio ONE assigned to contacts with the tag. The Contact IDs panel lists the contacts that have both the tag and the topic.
  3. (Optional) To open a contact that has both the tag and the topic, click a topic in the topics list and then click a number in the Contact IDs panel. The contact opens in a new tab.

View phrase hits that are associated with an AI tag

Follow these steps to see how many contacts with a specific tag also have a phrase hit. See Create and manage phrases and phrase categories for more information about phrases.

  1. Click a row in the table. The tag details page opens.
  2. Click the Associated phrase hits tab. The panel on the left lists all the phrase hits that Calabrio ONE identified in contacts with the tag. The Contact IDs panel lists the contacts that have both the tag and the phrase hit.
  3. (Optional) To open a contact that has both the tag and the phrase hit, click a phrase hit in the phrase list and then click a number in the Contact IDs panel. The contact opens in a new tab.

View your monthly usage rate for AI Tags

Your organization has purchased a specific amount of usage for Analytics features like AI Tags that run on AI. If your organization exceeds this level, Calabrio will charge extra for the additional usage. You need the View AI Tags Notification permission to view the usage rate.

  • Click Notifications (the alert icon in the upper-right corner of the page). The Alerts panel opens. If an administrator has set up usage notifications (see Get notified about usage level for AI Tags), this panel contains details about how many contacts Analytics AI has processed in the current billing cycle.

Get notified about usage level for AI Tags

Your organization has purchased a specific amount of usage for Analytics features like AI Tags that run on AI. If your organization exceeds this amount, Calabrio will charge extra for the additional usage. Follow these steps to stay on top of your usage. You need the Edit AI Tags Notification permission to do this.

NOTE   The settings you enter here also apply to other AI-based Analytics features that your organization uses, such as Auto QM and Trending Topics. See Monitor automated evaluation scores and Monitor Trending Topics.

  1. Click Configuration. The Configuration window opens.
  2. In the Monthly billing cycle section, select your contract start date.
  3. In the Monthly usage limit section, enter the number of interactions included in your license.

  4. In the Alert threshold field, enter the percentage of usage at which you want to be notified.

    EXAMPLE   You want to be notified when your organization reaches 90% of your contracted usage rate. You enter 90 in the Alert threshold field.

  5. Click Update.

Export AI Tags data

  1. Filter tags data as desired. See Filter tag information.
  2. (Optional) Add or remove columns on the page. The CSV download contains information only from the columns that are visible on the page. See Customize the columns on the page.
  3. Select at least one tag.
  4. Click Export. The file downloads to your device.

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