If you need to add extra information to your call records for better reporting, custom alerts, marketing attribution for ad campaigns, and more, you can do that using custom tags.
Tags automatically capture data based on customer actions such as visiting your website or responding to a direct response or a paid search ad. Tags are easy to set up and do not require advanced coding or web developers to deploy, so you can start collecting data right away and update tracking as your campaigns progress.
If you already use another tool, such as Google Analytics, to track your campaigns, you can also choose to integrate call data into Google to review your information there instead.
Tag Management Options
You can use five types of tags. Each tag tracks different information, allowing you to use the ones best suited to your data needs.
Number (DNIS) Tagsexpand_more
Useful for tracking marketing campaigns and the leads they generate because it will automatically tag them within your call data and reporting.
Destination or Target Tagsexpand_more
Automatically track data points related to the destination of the call. Examples include: different locations, so you know which stores or call centers are getting the most calls, or individual recipients to determine which employee is answering the most calls.
Collect information about the caller’s experience and how they were directed to their destination. This might mean tracking which menu options are selected, did the caller input information in the IVR menu, or how many opt for a callback rather than staying on hold.
Used to dynamically track digital marketing data attribution. This includes marketing channels, referral source, affiliates, landing page, exit page, and more. Web tags can also include UTM and custom parameters.
Voice Analytics AI Tagsexpand_more
Set up keywords and phrases to detect during the conversation, giving you automatic speech analytics on every call and text. For example, you can tag calls asking for promo codes or coupons to track how popular a promotion is, or to quickly get alerted to callers requesting a manager or an escalation.