Reporting on conversation tags enables you to see the total number of tagged conversations over time, and the number of conversations with specific tags, providing a great overview of any trends.
For a deeper dive into the types of conversations your team are having, you can filter your report by multiple tags, teammate, conversation source, and more.
Create a conversation tags report
Go to Reports and create a new report, then select the Conversation tags template to get started quickly.
You can also use a range of reporting metrics and attributes to create your own custom report on the Advanced or Expert plan.
Use the conversation tags report template to see
New conversations
Tagged conversations
Tagged conversations - by time
Most used conversation tags
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Customize the conversation tags report template
The conversation tags report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Conversation tags report use cases
See how often a conversation tag is being used
For example, if you're tracking bugs by tagging conversations with "Bug Report", you can filter your report by this tag to see how often the tag has been applied during the selected date range, and whether bug reports have been increasing or decreasing.
Find out which are the most used conversation tags
The Most used conversation tags chart highlights which types of conversations are driving the most volume based on how they've been tagged. This can help you identify areas for improvement, or make adjustments to how conversations are routed in the inbox to avoid bottlenecks, and more.
Use the chart drill-in to view these conversations or export them as a CSV. This offers a deeper understanding of the topics your team are chatting about, and gives you an easy way to spot-check the tags they’re using. 👌
Useful conversation tags report filters
To adjust the date range in the report, use the date picker at the top of the report.
Conversations are shown based on their start date, which isn’t always the date they were tagged.
For a more detailed understanding of which topics cause the most contact from customers, you can filter the report by:
User tag — See what a certain group of users write in about.
Conversation tag — Find specific combinations, if you apply multiple tags to each conversation.
Teammate — See the types of conversation each of your teammates or teams participate in.
Started by - The teammate which started the conversation.
Just select your filters at the top of the page. You can add as many as you need.
Note:
Filters are always applied with an and logic, so a conversation must match all the filters to be included in the report.
The teammate filter shows all conversations with a reply from that teammate, even if another teammate applied the tags.
Reporting for conversation tags is updated with a time-delay between 24 - 36 hours. This means when you apply a tag (user, company, conversation, etc.), it could take up to 36 hours for this to be processed in your conversation tags report.
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