Dialog tags
Dialogs are tagged using classifiers. SpeechSense determines whether the dialog has certain key phrases, classifies the dialog, and adds a tag to it. For example, there are tags that show the agent has thanked the customer for waiting or that the customer has contacted support a second time.
In the transcript, you can view which tags were assigned to the agent's and customer's channels. If you click a tag, the words it refers to will be highlighted with the appropriate color.
How to assign tags
After a tag is created, activate it in the project so it can be assigned to a recording. SpeechSense searches for key phrases and assigns a tag only after its activation. If activation is disabled, tags will remain in the dialogs they are already assigned to and will not be added to new ones.
After a tag is activated, assign a channel to it. Depending on the channel, SpeechSense will search for keywords in different parts of the recording:
- Operator and customer: Anywhere in the recording.
- Operator: Agent's speech only.
- Customer: Customer's speech only.
For example, if the tag has the Customer channel assigned, and the tag keyword is present in the agent's speech only, the tag is not given to the call recording.
No matter what tags, a channel must be configured at the project level. This allows for flexible tag assignment management across different projects.
Tag groups in SpeechSense
SpeechSense has three tag groups:
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System tags: Preset tags. Each project has the same system tags. For such tags, you can only change the channel and the activation status. You cannot create, edit, or delete system tags.
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Space tags: Tags the user creates within a space. Such tags are available in all projects within the space. After a space tag is created, you activate it and assign a channel to it at the project level.
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Project tags: Tags the user creates and configures at the project level. Different projects can have different tags.
To create, edit, or delete tags, follow this guide.
Where tags are displayed
- On the Tags tab in the project or space.
- In the dialog filters available on the Dialogs tab and in the list of estimation parameters in reports.
- On the page of the dialog the tag is assigned to.