E-commerce tagging taxonomy and escalation queue

Tagging moves from a small generic set to a purpose-built e-commerce taxonomy. Calls and chats pick up richer labels after each interaction, and resolution tags can open human escalations or scheduled callbacks.

New

• E-commerce tag taxonomy: Default tags cover call purpose, order lifecycle, resolution, revenue impact, logistics, customer segment, sentiment, channel, and objections so teams can filter and report the way commerce ops actually work.
• AI tagging with confidence: Post-interaction analysis applies tags with confidence scores. Lower-confidence tags are flagged for review so you can re-run or correct them.
• Escalations queue: Human escalations created from resolution tags appear under Analytics → Escalations, where you can claim and resolve them.
• Scheduled callbacks: When analysis marks a callback as scheduled, Omnistra opens a callback automation you can track alongside escalations.
• Category-aware Tags page: Browse, filter, and create tags by taxonomy category on Tags.

Improved

• Call and chat Tags tabs: Tags on calls and conversations group by category and show confidence, so review is faster during QA.
• Tag lifecycle audit: Quiet or overused tags surface for quarterly cleanup so the taxonomy stays useful as volume grows.

Where to find it

Open Tags to manage the taxonomy. Review applied tags on any Call or Chat detail. Work human handoffs from Analytics → Escalations.