Why Are Tags Added After a Live Chat Ends Not Counted in the Tag Report?
This article explains how the Tag report counts actions associated with tags, and why tags that are added manually after a live chat has ended may show a lower — or even zero — count for certain tracked actions (such as "Finished chats") within a given time range.
How Tag Report Counting Works
In the Tag report, each column tracks a specific action (e.g., Chats, Finished chats, Missed chats). An action is counted next to a tag only if the tag was added to the ticket or chat before that specific action took place.
In other words, the order of events matters:
- The tag must be added to the ticket/chat first.
- The tracked action (e.g., chat finishing, chat being missed) must occur after the tag is added.
If the tag is added after the action has already occurred, that action will not be counted for that tag in the report.
Practical Example
Consider a tag called new chat:
-
Scenario A – Tag added automatically at chat start (via a rule):
The tag is applied when the chat begins. As a result, the "Chats" column and any subsequent actions (e.g., "Finished chats") will be counted correctly next to this tag. -
Scenario B – Tag added manually to an already-running or finished chat:
If an agent adds the tag while the chat is in progress, the "Chats" column will not increase (since the chat had already started before the tag was added). However, the "Finished chats" column will increase, because the chat ended after the tag was applied. -
Scenario C – Tag added after the chat has ended (e.g., 1–2 hours later):
If the tag is added manually after the chat is already finished, neither "Chats" nor "Finished chats" will be counted for that tag, since all relevant actions occurred before the tag was applied.
Why the Tag Report Count May Be Lower Than the Total Number of Chats
If you notice that the tag count in the Tag report is significantly lower than the overall number of chats within the same 30-day (or any other) period, the most common reason is that tags were added after the chats had already ended. Only chats that were tagged before or during the chat session will have their actions counted in the Tag report.
The Chart in the Tag Report
The chart within the Tag report follows the same logic. It displays data for a specific action type (e.g., missed chat) only if that action occurred after the ticket had already been tagged. For actions like "missed chat," the tag would typically need to be added by an automated rule triggered at the start of the chat, since there is no opportunity to tag manually before the chat is missed.
Recommended Best Practice
To ensure accurate tracking in the Tag report, use automated rules to apply tags at the moment a chat or ticket is created or initiated — rather than adding them manually after the conversation has ended.
- Go to Configuration > Automation > Rules.
- Create a rule that triggers on chat/ticket creation and automatically adds the desired tag.
- This ensures the tag is always present before any tracked actions occur.
Summary
| When the tag is added | Actions counted in Tag report |
|---|---|
| Before the chat starts (e.g., via automated rule) | All subsequent actions (Chats, Finished chats, etc.) are counted |
| During an ongoing chat (manually) | Only actions that occur after the tag is added are counted |
| After the chat has ended (manually) | No actions are counted for that tag |