View the content tags for a contact in the new media player

IMPORTANT The information on this page is about the AI Tags tab in the new media player. For information about AI Tags in the classic media player, go here: View AI insights for a contact in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

The AI Tags tab in the new media player shows the tags that Calabrio ONE applied to the contact. Tags are markers of the content or purpose of a contact.

For more information about tags, see About the differences between Analytics phrases, AI Tags, and Trending Topics.

Prerequisites

Your organization has the QM and Analytics Enterprise Plus licenses.
Your organization has opted in to access the new media player.
You have the View Contacts and View AI Tags permissions.
The contact has a transcript. This transcript can be either the transcription of an audio contact or the text record of a digital contact like a chat or email exchange.
An administrator has created an AI Tags task (see Create Analytics tasks).

Page location

New media player > AI tags tab

You can access the new media player by opening a contact from one of these locations:

Analytics > Trending Topics
Analytics > Auto QM
Analytics > AI Tags

Procedure

Filter tags by speaker

Select Agent or Customer from the All drop-down list. The list of tags updates automatically.