Custom Charts: Interactive metrics at your fingertips

Which agents are improving? Who’s falling behind? Do you need more support for a certain language? Knowing answers to questions like these can be the key to managing a successful customer support operation, but the process to get there – exporting data, uploading to an external system, and creating tables and graphs – takes up too much of your valuable time. 

Now, you can create meaningful visualisations directly within EdgeTier, saving time and providing clarity to make the most data-driven decisions possible.

Charts that display valuable customer insights aren’t a new feature for EdgeTier. We’ve always prioritised data visualisation. 

In the previous version, the main chart on the Explore page focused on interaction volume, allowing you to see how many conversations occurred based on the filters you’ve applied, which could be adjusted according to what you were searching for. The chart was automatically populated using a mix of the customer data we pull from your source system, such as a CRM, with the added layer of EdgeTier’s proprietary features that pull valuable insights, such as emotions and experience score metrics. Additionally, the interactions that correlate with the search – and chart – results populate below. 

Now, we’re taking this concept a step further to make your interaction data even more impactful.

Key Benefits:

• Customisable Metrics: Choose and arrange metrics for the X and Y axes, and segment by interaction type, language, or agent.
• Flexible Visualisation: Select from various chart styles and drill down into specific data points for more detailed insights.
• Contextual Tooltips: Hover over data points for quick summaries without navigating away from the chart.
• Streamlined Workflow: Filter results directly from the chart for a focused view.

Log in to your EdgeTier account to check out this new release live in the system.