New AI-powered Filter: Resolution Status

EdgeTier analyses every message and utterance from customers for emotion and sentiment. As part of this, our platform now detects an interaction’s resolution status. This LLM-powered feature can identify whether a customer’s query was resolved based on signals within the conversation.

Resolution status will be a new filter within EdgeTier. You will be able to filter for resolved or unresolved conversations, providing another powerful data-split to manage agent quality and identify problematic interactions or topics.

How Does Resolution Status Work?

Our model will use an AI-powered “resolution” tag that helps our clients see how well their support interactions are being handled. There will be four main states for interactions:

• Resolved – This indicates that the interaction query was resolved by the agent
• Unresolved – This can indicate that the interaction query was not resolved by the agent before the interaction was closed or that the interaction query is still ongoing.
• No resolution needed – This indicates that the query did not require a resolution
• N/A – An error occurred in processing the interaction

Resolution can provide insights into how well agents are able to answer queries on certain topics, as well as assisting with agent QA for specific issues.

Interested in a chart demonstrating immediately which issue agents struggle to resolve? By splitting explore charts by resolution status, you can immediately identify a broad trend around resolution, and use it to guide agent training. Similarly, you can quickly identify what topics individual agents struggle with, and also quickly check if an individual interaction is resolved as part of Spotlight Summaries.

Where Can I Find It?

Explore screen Filters

Use the “Resolution > Resolved” filter on the Explore, ExploreTags or Agents screen to find conversations marked as resolved.

Resolved Column on Interaction Search Results

You will also find a ‘Resolved’ column next to the ‘Emotion’ column within Interactions, to see the status of individual interactions.

Individual Message within Interactions

As part of Spotlight summaries, you will now see if the conversation was resolved.

Resolution Metrics Tab

A new column on the Overview tab on the Agents or Explore Tags screens includes resolution metrics, so you can see the percentage of conversations that were resolved, broken down by tag group.

Coming Soon

In an upcoming release, you will also have the ability to split charts by resolution status, providing an instant view of how agents are performing.

User Access

This is available for all WatchTower users with Explore and Coach access.