This document describes how to use session tags in conversations between agents and customers. It presents tag analysis using three visual formats: pie charts, trend graphs, and rankings by proportion.
Access the feature
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Log on to the Cloud Contact Center console. In the left navigation pane, choose Instance Management - V2, then click the endpoint of a specific instance to enter its console.
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Click the menu button in the upper-right corner of the page and select Web Business to open the Web Business console. In the left navigation pane, choose Data > Session Tag Analysis.
Filters
For the hot keyword analysis report, you can apply the following filters:
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Time range: Choose from Today, Yesterday, Last 7 Days, or Last 30 Days.
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Start and end dates: If you select a custom date range, specify exact start and end dates.
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Skill groups: To view report data for specific skill groups, select one or more skill groups.
Generate results
Using Large Language Model (LLM) capabilities, the system analyzes sessions for the selected skill groups within the specified time range. Click Tag Configuration to choose a tag categorization, add a tag description, and define tag values.
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Tag categorization:
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Built-in tags: Options include Call Reason, Event Type, and Scenario Classification.
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Custom tags: Define your own tag dimensions based on business needs.
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Tag description: Describe the purpose of the tag categorization—for example, “This tag tracks call reasons.”
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Tag value: The default “Other” tag cannot be deleted. You can add custom tag values by clicking Add Tag.
To generate new results or regenerate existing ones, click Generate Results. The system displays the results below as a tag distribution chart, trend graph, and ranking list. For billing details about the session tag analysis feature, see Billing.
View generation history
Click View Generation History to see previous analysis results. Select View to display the earlier tag distribution chart, trend graph, and ranking. On the Session Tag Analysis page, click View Generation History in the upper-right corner. In the Analysis History panel, review details for each analysis job, including generation time, status, skill group, username, number of calls, cost, and time range. Click View in the Operation column of a record to see its analysis results.