Tag reports

LiveAgent's Tag Reports enhance support workflows by using tags to categorize tickets and create custom reports. Features include call tagging, customizable buttons, and agent reports. Try it free to improve customer service and satisfaction.

Tags are simply words or phrases you can use to add more connotation to Tickets. Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow.

Example

You might want to tag all demands that are actually sales queries with a Tag like “sales” or “pre-sales”.

Here are some options for using Tags:

Add Tags to Tickets, either manually or automatically, and use those Tags to create custom workflows.
Browse Tickets by Tag.
Use Tags in your business Rules (Rules, SLA Rules, Time Rules) to create custom workflows.
Create views and reports by Tags.

Note:

You can add multiple Tags to one Ticket.

List of possible modifications:

When creating a Tag you can modify it as you like.

Name
Text Color
Background Color

Adding Tags to Tickets

You might want to Tag all Tickets that are actually sales queries with a Tag like “sales” or “pre-sales”.

Adding a Tag in LiveAgent — Adding a tag

Filtering Tickets by Tags

You might want to filter all Tickets that are actually urgent and pre-sales queries with a Tag like “urgent” or “pre-sales”.

Tag report

LiveAgent offers a report of added Tags to all tickets from a specific time range. Individual entries can be sorted by time range, Department, channel, and Agent. Tag reports can be exported to a CSV file.

Tag report can show your data in these types of charts:

Tag-report-area-chart-LiveAgent — Area chart

Tag-report-line-chart-LiveAgent — Area chart

Tag-report-bar-chart-LiveAgent — Bar chart

Tag-report-pie-chart-LiveAgent — Bar chart

Not ranked %
Rewards
Rewards %
Rebukes
Rebukes %
Incoming messages
Incoming calls
Finished calls
Incoming chats
Finished chats
Notes
Created tickets
Resolved tickets

Use Tag reports with API

Use LiveAgent REST API to call values from Tag reports.

Generate SLA compliance reports for free

Create SLA compliance reports to get an overview of how many SLAs have been fulfilled in a specific period of time. Try it today. No credit card required.

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Knowledgebase resources

Learn more details

Time tracking

Discover how LiveAgent's time tracking feature can enhance productivity and efficiency for your team. Monitor ticket resolution times, optimize workflows, and boost performance with seamless TimeCamp integrations and comprehensive employee monitoring. Start your free trial today and streamline your customer support operations effortlessly!

Tags

Enhance your customer service with LiveAgent's help desk tags. Organize and categorize tickets efficiently using tags, automation rules, and reports to boost agent productivity, improve response times, and increase customer satisfaction and revenue. Try LiveAgent's tag features with a free trial today!

LiveAgent offers a report of fulfilled and missed SLAs from a specific time range and Department. Use compliance reports to keep track of agent performance.

SLA compliance report

Boost your customer service efficiency with LiveAgent's SLA Compliance Report. Track SLA compliance, set rules for timely ticket responses, and monitor violations to enhance productivity. Export performance data by department, agent, or date to CSV. Try it free and elevate your service standards!

Audit log

Use chronological set of records that provides documentary evidence of activities that have been undertaken by support agents. Use LiveAgent's Audit log.