When you’re reading through an interaction, EdgeTier already allows you to jump to the messages that triggered a phrase tag, helping you find key moments quicker. We’ve now extended this message navigation capability so you can also find the exact messages tagged with emotions: frustration, confusion, praise, gratitude, or agent empathy.

Using the new emotions toolbar at the bottom left corner of any interaction, you can navigate through all emotional messages, or select a specific emotion like frustration. Once you select an emotion, click the arrow buttons to skip to each message that contains that emotion. An emotion will not appear in the toolbar if it does not appear in the interaction.

Trying to QA how agents handle frustrated moments? Attempting to locate praise for the agent instantly? This feature will help you streamline this process, and immediately get you to what matters.

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This feature acts independently of call playback for call interactions. If you wish to play that moment in the call, you can still select the play icon beside any message.

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This feature is available to all users in EdgeTier.