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Explore is the core of the WatchTower platform, enabling you to label and understand your data.

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The Explore Screen

The Explore screen is where you’ll spend a lot of your time, looking through interactions, finding the answer to questions, and generally quickly reading through transcripts, summaries, and metrics.

For EdgeTier, an "interaction" is defined as:

• A single chat or messaging transcript with a customer or third party (e.g. a chat or messaging session that has multiple over and back messages between a customer and agent and/or bot)
• A single email thread between a customer or third party and an agent and/or bot
• A single phone conversation between a customer or third party and an agent and/or bot
• A single text-based survey response stored in the system
• A social media thread of direct messages.
• In the case of continuous asynchronous messaging, interactions are delineated by gaps in communication of more than 24 hours.

To look through all of the interactions in your system - use the Explore and Explore Tags screens.

https://www.loom.com/share/e98f69cbb1644edb85311cae80fac187

• In this video we cover:
  • The explore page in general
  • Browsing interactions
  • How to filter interactions across metrics and tags

Explore Tags → AI Tags

https://www.loom.com/share/6b883f8d6b66475eadf4141c7871ab09

What Are Tags?