Term name

Conversations with tag changes

Purpose

Track specific processes where tags are not there to stay, similar to SLA breaches.

Example use case: 

Your team tracks work in stages from Quote to Order Fulfilled. Use this metric to understand how many conversations existed in each stage during the report period

Definition

Count of conversation segments with at least one tag or untag event this period.

Location & attribution

Tags report

• Tag Changes table - Attributed to the tag applied or removed

FAQ

• If you're filtering your data by tag, you may want to change your filter settings to Tagged anytime. Otherwise, this metric will only show data for conversations that still have the filtered tag applied.