Call tagging is helping companies extract valuable insights from their call history but offering the ability to every calling agent to add a new tag could lead to wrong or duplicate tags, resulting in less valuable insights.

To make call tagging better we have created the Tag Management Tool.

The Tag Management Tool offers a single point of creating and organizing Tags. With the tool, admins can create new tags, limit the visibility to specific extensions or user groups and define when these tags will be available for selection based on the call direction. Additionally, admins can set up a parent-child relationship within Tags, which will guide the user agent to select Tags in a specific order, reducing the time for searching for the correct tag.

To access the tool, simply login to the Nuacom Web Portal, head to Settings and locate the Tag Management page.

On the page you can see:

Tag Name: The name of the tag where you can click on the parents and take a look at the children's tags.

Colour: The tag's colour. Each tag can have a different color but when a child tag is created by default it inherits the parent's colour. 

Visible To: Here you can declare which User groups or extensions can see the tag during or after a call. This way you can limit tags between departments and limit the amount of Tags for display decreasing the need for searching. A blank Visible to value means that the Tag is available for everyone in the system. 

Available For: In this field, you can limit the tag appearance based on the Call Direction. The available options are: All Calls, Inbound Calls, Outbound Calls.

Actions: Here are the available actions. The cross button adds a new tag under the selected tag level as a child. The pencil edits the selected tag. The bin deletes the tag (Deleting a parent also deleted the children tags). The dots button is used for parent tag ordering.

Here is an example of adding a child tag that will be visible to everyone and for all calls:

When adding a child tag, admins should take into consideration these rules:

1. When a parent tag has no values selected on the Visible To field, adding a child tag you will see in the visibility field all groups unselected and all extensions unselected.
2. When a parent tag has bot user groups & extensions checked on the Visible To field, adding a child tag you will see in the visibility field all groups selected, and all extensions selected.
3. When a parent tag has only the user group values selected on the Visible To field, adding a child tag you will see in the visibility field all groups selected and extensions will not be visible.
4. When a parent tag has all the extension values selected on the Visible To field, adding a child tag you will see in the visibility field all groups unselected and all extensions unselected.

Additionally please note that all other tags that are being created from different places other than the tag management tool or have been created in the past, they will be considered as Parent tags.

In case you need to make some tags hidden from calling agents:

1. You can assign the tags only to your extension.
2. If you don't have an extension/ alternatively, you can create a user group with no assigned users and assign this tag to that user group.

When you have finished with your tags setup, calling agents will be able to see and add tags during or after a call, based on the tag settings.

That's it! You have successfully set up your Tags.
If you need further assistance, our support team is available by submitting a ticket or by calling us at 777.