Every call gets a reason. Someone's asking about a bill, chasing an order, or filing a complaint. The Call Tags & FCR report groups all that into a handful of categories so you can see what's driving your call volume and how often you fix things on the first try.
You'll find it under Reports → Call Tags & FCR. On the main Analytics page, look for the Call Tags & FCR section and click View Detailed Report (the page lives at /reports/call-tags). It needs the Call Tags & FCR feature on your plan.
Tags are generated, not picked
Agents don't tag calls by hand. dialnote's AI reads each call's transcript and assigns tags automatically. So you'll only see data here once AI transcription and summaries are turned on for a phone number — that's what produces the tags this report reads from.
How calls get categorized#
After a call ends and its transcript is summarized, the AI applies call tags like billing, support, sales, or complaint. This report rolls those tags up into eight call-tag categories:
| Category | What it covers |
|---|---|
| Product/Service Information | Product questions, pricing, features, availability |
| Billing & Payments | Invoices, payment problems, refunds |
| Technical Support | Bugs, login trouble, integration help |
| Orders & Shipping | Order status, delivery, scheduling, appointments |
| Complaints & Issues | Complaints, quality concerns, escalations |
| Sales & Leads | New inquiries, demos, quotes, follow-ups |
| Account Management | Subscription changes, upgrades, cancellations |
| General | Feedback, thank-you calls, anything else |
Each call is filed under one category — the highest-confidence topic or outcome tag wins. Calls with no qualifying tag stay out of the per-category breakdowns. You manage the underlying tag definitions at Settings → AI Call Tags.
The seven metric cards#
The top of the report shows seven cards. Each compares the current period to the one before it, so a quick glance tells you which way things are moving.
- Total Calls — every call that got a tag in the selected range.
- FCR Rate — first-call resolution, the share of calls resolved on the first contact.
- Top Disposition — your most common call-tag category, with its call count.
- AI Handled % — how many calls your AI agents took versus people.
- Follow-up Rate — calls that need a follow-up or callback.
- Escalated % — calls flagged with an escalation tag.
- Callback Requested % — calls where the caller asked to be called back.
For Follow-up, Escalated, and Callback Requested, a drop is good news — those cards color a decrease green and an increase red.
What FCR really measures
First-call resolution comes from the same success verdict that powers call scoring. Calls we never evaluated (no transcript verdict) are left out of the FCR math entirely, so the rate reflects only calls we actually measured — not an inflated or deflated number.
Reading the call list#
Below the cards is a table of individual calls. Columns cover Date/Time, Customer, Direction, Handler, Call Tag, Duration, FCR, Sentiment, Follow-up, Flags, and Recording. Sort by date, handler, call tag, or duration by clicking the column header.
Narrow the list with the in-table dropdowns for Call Tag, Sentiment, and Handler. Expand any row to see its sub-tag, agent notes, full tag list, and follow-up date. Use the page-size control and Load more to page through large result sets.
Summary, trends, and AI vs human#
Three sections sit under the table:
- Call Tag Summary — per category: total calls, share of volume, average duration, FCR rate, and a positive/neutral/negative sentiment split.
- Call Tag Trends — week-over-week movement per category, marked up, down, or stable. Swings over 15% get flagged as significant.
- AI vs Human Handler Breakdown — for each category, how many calls AI took versus people, plus each side's success rate and average duration. This is the fastest way to spot where your AI is carrying the load and where it's handing off.
Filters#
The filter row carries over from the main Analytics page, so the context you set there stays put. You can filter by:
- Date Range — Today, Yesterday, Last 7/30/90 days, Month/Quarter/Year to date, or a custom range.
- Phone Numbers — limit to specific numbers.
- Tags — focus on particular AI call tags.
- Granularity — Daily or Weekly.
If you don't have real calls yet, the report shows sample data with a Sample badge so you can see how it'll look once tags start flowing in.
What's Next#
- Call scoring — how the success and FCR verdict is generated
- Sentiment analysis — the mood signal shown in the call list
- AI transcription & summaries — turn this on to start producing tags
- Analytics overview — the full reporting suite
- Contact tags — note that contact tags are separate from these AI call tags