Tags

Tags work throughout Agent Builder to help you categorize and analyze your data. Tags can be applied automatically as an Mpower Agent A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. action during a conversation. They can also be applied manually after a conversation has happened. You can add new tags and manage existing tags. All tags that are applied to at least one conversation are displayed in Bot Insights.

Create Tags

You can create a tag as you are creating a story or rule, or from the Tags section in Preferences.

1. In CXone Mpower, click the app selector and select Agent Builder.

2. Click the Mpower Agent you want to work with.
3. Click Preferences in the left icon menu.

4. On the Settings tab, click Tags.

5. Click Add tag.

6. Type a name for the tag, then press Enter.

Apply Tags

While you are creating a story or rule, you can tell your Mpower Agent when to automatically apply a tag in a conversation. Hover over the plus sign until it changes to a robot icon and displays all the Mpower Agent actions, then select Add Tag.

You can also manually apply tags while you are reviewing conversations that have already happened.