Tags features
Tags in LiveAgent help organize help desk tickets, enhancing agent efficiency and response times, leading to better customer satisfaction and revenue. They can ...
5 min read
Tags
Ticket Management
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What are Tag Reports?
Tags are simply words or phrases you can use to add more context and information to tickets. Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow. Whether you’re organizing sales inquiries, urgent issues, or specific product categories, tags help you keep your support system organized and efficient.
Why are Tag Reports Valuable?
Tag reports are essential for modern customer support teams because they:
- Organize tickets effectively - Categorize tickets by type, priority, department, or any custom criteria
- Create custom workflows - Use tags in business rules to automate ticket handling and routing
- Generate actionable insights - Create detailed reports to analyze support performance by tag
- Improve team productivity - Filter and focus on specific ticket categories
- Track performance metrics - Monitor response times, resolution rates, and other KPIs by tag
- Enable data-driven decisions - Export reports to CSV for deeper analysis
- Maintain flexibility - Add unlimited tags with custom colors and naming conventions
- Streamline communication - Ensure consistent ticket categorization across your team
How Tags Work
Adding Tags to Tickets
You can add tags to tickets in multiple ways:
- Manually - Add tags directly to individual tickets as needed
- Automatically - Use business rules to automatically apply tags based on ticket criteria
- Multiple tags - Add multiple tags to a single ticket for comprehensive categorization
For example, you might tag all sales inquiries with “sales” or “pre-sales” tags, or mark urgent issues with an “urgent” tag.
Filtering Tickets by Tags
Once you’ve tagged your tickets, you can easily filter them to view specific groups. This allows you to focus on particular ticket types or priorities. For example, you might filter to view all urgent pre-sales queries to ensure they receive priority attention.
Customizing Your Tags
When creating a tag, you have complete control over its appearance and properties:
- Name - Choose any name that makes sense for your workflow
- Text Color - Customize the text color for better visibility
- Background Color - Set a background color to make tags stand out
Tag Report Features
LiveAgent offers comprehensive tag reporting capabilities to help you analyze your support performance:
Chart Types
Tag reports can display your data in multiple visualization formats:
- Area Charts - Show trends over time with filled areas
- Line Charts - Display trends with connected data points
- Bar Charts - Compare values across categories
- Pie Charts - Show proportional distribution
Report Customization
You can customize your tag reports by:
- Time Range - Select specific periods for analysis
- Department - Filter reports by department
- Channel - View data by communication channel
- Agent - Analyze individual agent performance
- Export - Download reports to CSV format for further analysis
Available Report Metrics
Tag reports can display a comprehensive range of metrics:
- Tag
- Answers
- New answer average time
- Open answer average time
- Calls
- Missed calls
- Call minutes
- Chat messages
- Chats
- Missed chats
- Chat pickup average time
- Chat average time
- Not ranked
- Not ranked percentage
- Rewards
- Rewards percentage
- Rebukes
- Rebukes percentage
- Incoming messages
- Incoming calls
- Finished calls
- Incoming chats
- Finished chats
- Notes
- Created tickets
- Resolved tickets
Using Tags in Your Workflow
Options for Using Tags
Here are some powerful ways to leverage tags in LiveAgent:
- Add tags manually or automatically - Apply tags to tickets as they arrive or manually when needed
- Create custom workflows - Use tags in business rules, SLA rules, and time rules to automate ticket handling
- Browse by tag - Quickly find and view all tickets with specific tags
- Generate reports - Create detailed reports to analyze performance by tag
- Create views - Build custom ticket views filtered by specific tags
Integration with Business Rules
Tags work seamlessly with LiveAgent’s automation features:
- Rules - Automatically apply tags based on ticket criteria
- SLA Rules - Set different SLA targets for different tag categories
- Time Rules - Trigger automated actions based on tags and time conditions
Advanced Features
API Integration
You can leverage LiveAgent’s REST API to programmatically access tag report data. This allows you to:
- Pull tag report data into external systems
- Create custom dashboards and analytics
- Automate report generation and distribution
- Integrate tag data with your business intelligence tools
For detailed API documentation, visit the Complete API reference .
Generate SLA Compliance Reports
Create SLA compliance reports to get an overview of how many SLAs have been fulfilled in a specific period of time. Monitor your team’s performance and identify areas for improvement with detailed tag-based reporting.
Knowledge Base Resources
Need more help with tag reports? Check out these detailed guides:
Ready to Organize Your Support Workflow?
Start using tag reports to categorize tickets, create custom workflows, and generate insightful reports today. Improve your customer support efficiency and team productivity with LiveAgent’s powerful tagging and reporting features.
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