What This Report Is And Why It Matters
The Organisational Tags Overview Report gives you visibility into how conversations are categorised across your organisation.
In Voyc, teams can apply tags to conversations inside Channels. These tags reflect what matters to your business, whether that is Complaint, Sale, Follow Up, For Review, an Example of Great Objection Handling or something entirely bespoke to how you operate.
The report surfaces all tags used within your selected report filters and shows how those tags appear across Channels. This turns everyday tagging into something far more powerful, a shared language you can measure, compare and act on.
Think of it as switching the lights on. Tags already exist in your data, this report lets you actually see the patterns they form.
When This Report Is Most Useful
This report is particularly valuable when you want to:
Compare tagging behaviour across Channels
Check consistency of tags being used and how they are applied
Turn qualitative tagging into quantitative insight
Identify trends across Channels or time periods
Support compliance, sales or operational decision making with real data
The real power shows up when you use it alongside other reports.
For a high level view, the Organisational Tags Overview Report shows you patterns and usage across the organisation. If you want to drill down further, the Channel-Level Raw Data Report now includes a Tags column. This means you can isolate the exact conversations behind a specific tag and investigate them in detail.
Together, these reports give you both altitude and ground level visibility. You can spot a trend in the Tags Report, then move into raw data to understand the conversations driving it.
You can also filter other Channel-Level reports by Tag. For example, you can analyse Scorecards for conversations within a specific Channel and date range that share a particular tag. This allows you to explore performance in relation to themes such as Complaints, Sales or Follow Ups.
If your teams are tagging conversations, this report ensures that effort translates into measurable, actionable insight.
What the Report Contains
The Tags Overview Report is fully filterable by date, channel, confidence, and call length, so you can tailor the results to focus on the areas most relevant to your team. To make the report even more reliable, the selected filters are also displayed on the downloaded file, so you always have a clear record of the parameters behind the data.
Once generated, the Excel file opens with several tabs:
Overview: Shows each Tag count across all Channels
Channel Breakdown: Shows each Tag count and averages per Channel
💡 Tip: To learn how to generate a Tags Overview Report read this article.
Why Teams Use Conversation Tags
Tags are intentionally flexible. There is no single correct way to use them, which is exactly why they scale across teams and use cases.
The Organisational Tags Report brings consistency and insight to that flexibility.
Visibility Across Teams and Channels
When different teams tag conversations, patterns quickly emerge. This report helps you understand:
Which tags appear most often and where
How tagging behaviour differs by Channel
Whether key conversation types are increasing or decreasing over time
This is especially useful for organisations running multiple teams, products or regions where trends are easy to miss when looking at Channels in isolation.
Compliance and Quality Monitoring
Many teams use tags to flag conversations that require attention, such as Complaint, Escalation, or For Review.
But Tags are a flexible resource. They answer the questions you decide to ask.
Some organisations use them to mark risk or compliance triggers. Others use them to map topic trends, reasons for contact, recurring process issues or policy gaps. The value comes from intentional use.
The report allows compliance and quality teams to:
See how often important tags are applied
Identify Channels with higher volumes of risk related conversations
Rather than relying on individual reviews, the report gives you an organisation wide view of how well important conversations are being identified.
Sales and Revenue Insights
Tags are often used to highlight commercial moments, for example Sale, Upsell, or Retention Risk.
When surfaced in a report, this helps sales and revenue teams:
Track where sales related conversations are happening
Understand which Channels generate the most tagged opportunities
Identify follow ups that may need action
It turns qualitative labelling into something you can actually report on.
Operational and Process Improvement
Tags are also a powerful way to surface friction. Common tags like Follow Up Required, Repeat Issue, or Process Failure quickly reveal operational pressure points when viewed at scale.
The Organisational Tags Report helps teams:
Spot recurring issues across Channels
Prioritise improvements based on frequency, not guesswork
Align teams around the same operational signals
In short, it shows you where the work really is.
How The Report Brings It All Together
The value of the Organisational Tags Report is not just that it lists tags. It is that it shows them in context.
By combining tags with your selected report filters and Channels, you can see:
Which tags matter most right now
Where they are showing up
How different parts of the organisation experience similar themes in different ways
Tags stop being isolated labels and start becoming a shared organisational signal.
The Gist
The Organisational Tags Report turns everyday tagging into meaningful insight. It shows how conversations are categorised across your organisation, helping teams spot trends, manage risk, uncover opportunities and improve operations. If tags are your shared language, this report is how you listen to what they are saying.