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This functionality is available to specific Beta customers. If you are interested in this feature, please reach out to customer success.

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Overview

Up until now, any new phrase tags were only added to interactions that occurred after the tag was created or updated. Tag Past Interactions will let you apply new or updated phrase tags to older interactions that are already in the EdgeTier system.

For example:

• You create a new phrase tag and want to see how often it “would have” fired over the last few weeks.
• You tighten/loosen trigger wording or add new triggers and want to compare results on existing conversations.
• An incident started last week and is still ongoing, and you need to capture related interactions to quantify the “full picture” quickly.

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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.

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How-to

If you create or update a tag or trigger, and you would like these changes to be applied to historical data, you have two options, depending on the changes you have made. You can backfill a single tag, or multiple tags as part of a batch.

This video explains how to tag your past interactions, or you can follow the below step-by-step.

https://screen.studio/share/wcsAarye

Backfill a single tag

This option may be appropriate if you have updated a single trigger on a tag.