Metric Updates – Hide Others & Agent Resolution Rate

Toggle Others

When EdgeTier sorts your tags into split-by categories, we display your top-ten tags, and sort the rest into ‘Others’.

‘Others’ may not always be useful for you, so we’ve added the ability to toggle ‘Others’ out of your split-by graph! This will allow you to see not just the total count of interactions for all your tag categories, but also how many of your interactions fall within the top-ten.

You may notice that opting to toggle out ‘Others’ changes certain chart total metrics, like ‘Resolved Interactions (%)’. We have an in-depth explanation of the calculations associated with this in our documentation here.

This feature is available to all users with Explore visibility.

Agent Resolution Rate

On Explore, you can split any chart by Resolution Status, providing an instant view of how agents are performing. Our documentation will provide you with more information on how resolution status is calculated.

On the Agent Performance screen, each agent now has a dedicated ‘Resolution Rate’ metric box, providing an instant view of this metric.

These updates are available to Coach users.

Coming Soon

We’ll soon be releasing the ability to apply phrase tags to past interactions when creating and editing phrase tags. This will allow you to validate trigger changes against a larger historical sample (up to the last 30 days) instead of waiting for new interactions to arrive. Keep an eye out!