You create new labels in Admin (enter https://admin.imbox.io/ in your web browser) if you go to Settings > Labels. Give the label a name and assign it to the desired service or services (if several). (See Chat and Tickets in the example below, then there is also Call). You can also add the label to a specific group.

From here you can also remove labels. The statistics won't disappear when removing a label, however, keep in mind that you won't be able to use this label again and that you won't be able to filter on that specific label in the Analytics part.

You need to have Admin permissions to be able to create and remove labels.