Tagging — Where and How It Affects the System
Tagging gives a role visibility of only the information relevant to it, without exposing data it doesn't need. Common uses include:
- Restricting users or teams to information about their own campaign or campaigns.
- Separating multiple office sites on the same portal that work with different campaigns, products, or data.
- Giving a client visibility of their own data, such as dashboard stats, without exposing anyone else's.
Setting up tagging
When tagging is first activated, nothing changes immediately. Everyone continues to see what they've always seen until tags are created and assigned, and the relevant permissions are configured.
Step 1: Adding tags
You can add tags in the following areas:
- List Admin — Lists
- CTU Admin — Users, Teams, and Campaigns
- IVR Editor — Lookup Lead element
- Inbound Numbers
- Channels and Channel Hubs
- Queues
Tags added to a campaign are inherited by every team and user associated with it, so make sure everyone is in the correct teams on the correct campaigns before relying on inheritance. You can also add tags directly to a user, which is useful for staff who sit outside the dialling teams, such as admin staff, but who still need the same visibility as a campaign's tagged users.
Step 2: Permissions page
Every role has a set of tagging-related permissions available once tagging is activated.
| Permission | Description |
|---|---|
| Assign Tags | Lets users in this role assign tags to users, teams, campaigns, and other taggable objects. |
| Block cross tag assignment | Prevents a user from assigning a list to a campaign unless their tags match. |
| Filter Data To Tag Groups | Switches tagging on for this role, restricting it to tag-matched data across the system. |
| View All Tags | Can see all tags, regardless of assignment or creator. Tags will be visible on relevant pages such as Lists and Campaigns. Requires View Assigned Tags permission |
| View Assigned Tags | Can see tags you're assigned to or have created. Tags will be visible on relevant pages such as Lists and Campaigns. |
| Settings - Platform Tags | Allows the user to create and manage tags and tag categories to control visibility of information across the platform. |
Note. If you enable Filter Data To Tag Groups before tags have been created and assigned, the affected users see no data at all the next time they log in. Always create and assign the required tags first, before switching this on for any role.
Areas affected by tagging
| Area | Effect |
|---|---|
| Manage Campaigns | A user only sees the campaigns and lists that match their tags. |
| Record History | A user only sees lead records with matching tags. The screen's functionality is unaffected, so editing a lead, changing a result code, or playing a recording all still work as normal. |
| Data | Every section within Data is filtered by tags. |
| Recordings Playback | A user only sees call recordings belonging to campaigns and lists with matching tags. |
| CTU | A user only sees the campaigns, teams, and users with matching tags. Make sure only the right people have access to this page with the correct permissions. If a user has Filter Data To Tag Groups enabled and creates a campaign, team, or user without assigning a tag before refreshing or leaving the page, that item disappears from their view. |
| Lists | A user only sees lists with matching tags. |
| System Activity | Only calls to or from leads on lists with matching tags are displayed. |
| Callbacks | A user only sees agents and callbacks with matching tags. |
| Queues | A user can only see those within a queue that have matching tags. |
| Inbound Numbers | When a lead calls an inbound number, the system checks the number's tags against the tags on the list holding that lead's data. If they match, the existing lead is pulled through to the agent. If they don't, a new lead is created on the default list for that inbound campaign, and associated with that list's tag. |
| Address Book | A user only sees address book numbers allocated to a campaign that shares their tags. If they try to edit the allocated campaign, only campaigns with matching tags appear in the dropdown. |
| BI | Every BI section is affected. A user without matching tags to the underlying data doesn't see the dashboards or wallboards presenting it. |
| Reporting | Filters which data-level options a user is presented with when running standard reports. |
| Quality | Every section is affected except Coach Manager, where any user can be selected to see who they've been coaching that day. Elsewhere, a user only sees other users, their recordings, and related data where tags match. |
| Contact Hub | A user can only log into campaigns with matching tags, and only speak to customers from lists or inbound numbers with matching tags. |
Note. Pages not affected by tagging can still be restricted using permissions instead.