See the ‘Why’ Behind Every Resolution Status

What’s new

When you hover over the resolution status on an interaction, a tooltip appears explaining the logic behind the value assigned. Instead of seeing a result without context, you now get a clear explanation of why the AI determined an interaction was resolved or unresolved.

This gives contact centre managers and agents the transparency they need to understand, report on, and act on resolution data with confidence.

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Where to find it

1. Open any interaction in EdgeTier
2. In the interaction modal, locate the Resolution Status field
3. Hover over the value, the tooltip appears inline

No settings or permissions required. The tooltip is available to all users who can view interaction details.

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What this looks like in practice

• A manager reviewing unresolved interactions can hover over the resolution status to understand the specific reason the AI flagged the interaction. They get an instant understanding of the customers complaint, and the steps the agent did or did not take to resolve it.
• An agent following up on a case can quickly check the resolution rationale without needing to re-read the full transcript.
• A team lead building a report on unresolved contacts can use the tooltip to verify the AI’s reasoning before including interactions in their analysis.

If you have questions or concerns, please reach out to your customer success contact.