Tag Management | Expertflow CX

Tags let you label calls so recordings can be grouped and found later, for example, for quality review or compliance. Administrators create and maintain the list of tags in Tag Management, and authorized users assign tags to a call from Media Recordings. From VRS 14.11.0, a call can have multiple tags; on a call with several legs, the tags apply to all of them.

Tag Management is available from VRS 14.10.0. Multiple tags per call, multi-tag search, and the simplified tag roles (view for all; evaluatetag to assign) are available from VRS 14.11.0. Applies to: Cisco UCCE / UCCX (not EFCX). Formal testing for 14.11.0 was on UCCE; UCCX is supported but was not formally tested.

Multiple tags can be assigned per call (including multi-leg calls sharing the same correlation/call ID).
Media Recordings shows a Tag Names column and supports filtering by one or more tags.
All users can view tags on recordings. The viewtag role is no longer required (and is not used from 14.11.0).

Who can open Tag Management

Only users with the admin role can open Tag Management and perform create, edit, and delete (CRUD) on tags. evaluatetag is not used for Tag Management CRUD — it applies only on Media Recordings (assign / unassign).

Open the hamburger menu and select Tag Management:

When no tags exist yet, the page shows an empty state with a + Add Tag action:

Tag Management empty state - No Tags Found

Select + Add Tag to open the New Tag dialog. Enter a name and choose Create:

Existing tags appear in a table with Name, Created, and Updated timestamps. Use the edit (pencil) and delete (trash) actions to update or remove a tag:

Tag Management table with tags and actions

Assign tags to a recording

A user with the evaluatetag role (admin or agent) can assign or unassign tags from Media Recordings:

In the Tag Names column, open the ellipsis (⋯) menu for the recording.
Select + Add tag, then choose a tag from the list. Repeat to assign more than one tag.
Assigned tags appear at the top of the menu. Select Unassign next to a tag to remove it.

Tag Names column:

Add a tag from the menu:

Multiple tags assigned, with Unassign:

Multiple assigned tags with Unassign and Add tag

The Tag assign menu is shown only for users with evaluatetag. All users can see tag information and use the Tag filter. The viewtag role is no longer needed.

Delete a tag that is in use

Only an admin can delete tags.

Warning: Deleting a tag removes it from every recording where it was assigned (the tag disappears from the Tag Names column on those calls).

Roles in Keycloak (who gets what)

Tag Management CRUD needs the admin role only. Assigning / unassigning tags on Media Recordings uses the Keycloak add-on role evaluatetag (create under Realm roles, assign on Role mapping; keep default roles for authentication). Viewing tags and using the Tag filter does not require a special role. Full steps: Setup Keycloak for VRS.

Role	Who can get it	What happens
`admin`	Administrators	Opens Tag Management and creates, edits, or deletes tags (CRUD only). Not linked to `evaluatetag`.
`evaluatetag`	Admin or agent (add-on role)	On Media Recordings only: Tag menu is visible. Can assign, change, or unassign one or more tags. Does not control Tag Management CRUD.
No `evaluatetag`	Any user without that role	Can still view tags and use the Tag filter. Cannot assign or unassign.

From 14.11.0, the viewtag role is no longer used. You do not need to create or assign it. If it still exists in Keycloak from a 14.10.0 setup, it can be left unused or removed.

Role setup follows Setup Keycloak for VRS.