Enhance your business KPIs with advanced analytics from Ender Turing. This guide will walk you through key steps to create Tags and Phrases to track and build advanced analytics flows and reports.
Video guide
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Use Cases and Benefits
Tags do more than just visually highlight text; they serve as the foundation for:
Quick Filtering: Easily find conversations where specific terms or products were mentioned.
Performance Monitoring: Track how consistently agents use required scripts or specific brand language.
Data Visualization: Use tags as data points to build custom Dashboards or Sales Funnels.
Methods for Creating Tags
The platform supports two primary ways to add tags:
1. From the Transcript
Highlight a specific phrase directly within a call transcript and select the option to "Create Tag" or "Add to existing tag:
2. Via Analytics Settings
In the dedicated "Tags" section, you can manage complex groups of tags, edit names, and add bulk keyword lists:
1) Click "Analytics Configuration"
To open Tags Configuration, click "Analytics Configuration"
2) Click "Tags"
Navigate to the Tags section.
3) Click "Create Tag"
To create a new Tag, click "Create Tag"
4) Fill in a Tag name
Enter a short name for the Tag
5) Enter Tag phrases and words
Enter Tag phrases and words to track presence or absence in conversation. Separate each phrase with a comma
6) Enter Tag phrases and words
For Tag phrases optimisation, please follow Tag Optimisation Techniques Guide
7) Assign Team owner of Tag (Optional)
Assign Team ownership for Tag if Tag is not organization-wide. This is an optional step that can be valuable for grouping and manageability purposes
8) Click the Create button
Finish Tag creation by clicking the "Create" button
9) Add Label (Optional)
Also, for grouping and manageability purposes, you can assign Labels to each Tag
10) Select Label
Just select the desired Label from the list
11) Click "Edit Tag"
Perfect, after Tag is created, you can edit the existing Tag by clicking "Edit Tag"
12) Click "Archive Tag"
or you can archive an unnecessary Tag by clicking "Archive Tag" icon
Note: After adding a new tag, please allow a few minutes for the system to process your conversation archive and apply the new markers.
Understanding Match Types: Purple vs Gray Tags
The visual style of a tag in the settings indicates the logic the system uses to find it:
1. Exact Match (Purple Tags)
If a phrase is enclosed in double quotes during creation, it becomes an "Exact Match" tag.
Logic: The system looks for the phrase exactly as written, with no additional words between the components.
Example: The tag
"travel insurance"will only trigger if those two words appear together in that specific order.
2. Flexible Match (Gray Tags)
Tags created without quotes use a flexible search logic.
Logic: The system allows for a specific number of "filler" words between the main components of the tag. The rule is: Number of words in the tag minus one.
Example: For a 3-word tag like “didn't hear anything”, the system allows up to 2 extra words to appear between the main keywords.
Optimization and Technical Limits
To ensure the highest accuracy, please follow these guidelines:
Phrase Length: The maximum limit is 6 words, but for the most stable results, we recommend keeping tags to 4 words or fewer.
Excluding "Noise" Words: When creating flexible (gray) tags, try to avoid using prepositions, conjunctions, or pronouns (e.g., "and," "with," "the"). Excluding these allows the tag to trigger even if the speaker uses a slightly different grammatical structure.
Automatic Declensions: The system automatically identifies different forms of a word (cases, plurals, etc.). New tags are marked with a purple circle. Clicking this circle lets you view all detected word forms, including variations across languages (useful when customers use mixed dialects).
The Discovery Tool: Pre-Validation
Before finalizing a tag for your permanent analytics, it is highly recommended to use the Discovery section.
This allows you to:
Check the actual frequency of specific phrases in recent calls.
Ensure that your chosen keywords do not lead to "false positives" (incorrectly tagged calls).
Refine your list of synonyms based on real-world customer language.