This update brings together a set of smaller improvements, all based on feedback from people who use EdgeTier every day. Anomaly pages now show more metrics and give interaction summaries room to breathe, browser tabs tell you which page you're on, and phrase search in Explore no longer loses what you've typed.
1. Anomaly pages: more metrics and readable summaries
What's new
- Metrics card. When you open an anomaly, the Metrics card shows the average scores for the interactions in that anomaly. It shows up to six metrics, in this order: Experience Score, CSAT, NPS, ASAT, Avg Handling Time, Avg Queue Time and Resolution Rate. Only metrics with a value appear, so if your account doesn't collect CSAT or NPS you'll see Experience Score, Avg Handling Time, Avg Queue Time and Resolution Rate instead.
- Most Relevant Interactions table. The Resolved and Emotion columns have been removed from this table, giving the Message column more space. Interaction summaries are no longer cut short, so you can scan what's happening without opening each interaction. The metric column (for example Experience Score or Handling Time) stays where it is.
Where to find it
- Open Sonar in the left-hand navigation and go to Anomalies.
- Click any anomaly to open it.
- The Metrics card shows the averages for that anomaly. Most Relevant Interactions is further down the page.
There's no new permission for this. Anyone with the View Anomalies permission can see it.
2. Browser tabs named after the page you're on
What's new
Every EdgeTier tab used to read "WatchTower by EdgeTier", whichever page was open. Each browser tab now shows the page you're on followed by EdgeTier, for example Explore | EdgeTier or Reviews | EdgeTier.
Where to find it
- Open any page in EdgeTier as usual.
- Look at the tab at the top of your browser. It shows the page name, for example Agent Activity | EdgeTier.