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's included on the Pro plan and the free trial.
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 AI call tagging are both turned on for a phone number, since that's what produces the tags this report reads from.
How calls get categorized#
After a call ends and its transcript is ready, the AI applies call tags like billing, support, sales, or complaint. This report rolls those tags up into six call-tag categories:
| Category | What it covers |
|---|---|
| Billing & Payments | Calls tagged billing |
| Technical Support | Calls tagged support |
| Orders & Shipping | Calls tagged scheduling or appointment-set |
| Complaints & Issues | Calls tagged complaint |
| Sales & Leads | Calls tagged sales |
| General | Compliments and any other topic or outcome tag, custom tags included |
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. Six of them compare the current period to the one before it, so a quick glance tells you which way things are moving.
- Total Calls — every answered call in the selected range, tagged or not.
- FCR Rate — first-call resolution, the share of calls resolved on the first contact.
- Top Disposition — your most common call-tag category. Hover the card to see 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 Rate card's math, so the card reflects only calls we actually measured. The per-category FCR rate in Call Tag Summary and the success rate in AI vs Human Handler Breakdown count those calls as not resolved.
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, duration, or sentiment 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 (25, 50, or 100 rows) 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 — movement per category against the previous period of the same length (the columns read This Week and Last Week whatever range you pick), 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 — shown in the filter row, but it doesn't change this report's numbers.
- Granularity — Daily or Weekly.
If you don't have real calls yet, turn on demo mode from the main Analytics page. The report then shows sample data with a DEMO badge (click Exit Demo to leave) 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
See the reports side by side on the call analytics page.