Improved Agent Visibility & Filtering on Interactions

What’s new

EdgeTier already recorded which agent sent each message, but that was never marked against the interaction itself. So filtering and reporting only ever showed one agent per interaction, usually whoever sent the last message (known as the primary agent). If a conversation passed through two or three agents before it closed, only the final one showed up anywhere outside the message thread.

That’s changed: EdgeTier now marks every agent who participates in an interaction against the interaction itself, from the first message to the last, not just in the messages. Filtering and reporting still default to the primary (closing) agent, just like before, so nothing changes in your existing filters and saved views. When you want the wider view, a new Include Multi-Agent Conversations filter lets you widen any Agent or Agent Tag filter to match everyone who took part in the interaction, not just whoever closed it.

Where to find it

1. Open an interaction from the interaction table or Explore. The Details panel lists every agent who took part, with the primary (closing) agent shown first.
2. On Explore, Agent Performance, or the Agents screen, add an Agent or Agent Tag filter as normal. By default it still matches only the primary agent.
3. To widen it, add the Include Multi-Agent Conversations filter (under People/QA) and set it to Yes.

What this looks like in practice

Take a transferred conversation: Agent A opens a chat and hands it to Agent B, who closes it. Both now show up in the interaction’s Details panel, but an Agent filter for A still won’t catch it by default, since B is the primary agent. Set Include Multi-Agent Conversations to Yes, and it will.

Same idea with agent tags: a “VIP Support” tag filter matches the primary agent by default. Set Include Multi-Agent Conversations to Yes, and it also catches interactions where a tagged agent helped out without closing the conversation.

A QA reviewer opening an interaction can see everyone who was involved at a glance, instead of digging through the message history to work it out.

A few things worth knowing

• Existing saved views and reports that filter by agent won’t change. The wider match is opt-in through Include Multi-Agent Conversations (it’s set to No unless you change it), so nobody’s numbers shift under them.
• With Include Multi-Agent Conversations set to Yes, a conversation counts for every agent who took part. Its metrics, like handling time, are credited in full to each of them, so a 30-minute conversation shared by two agents adds 30 minutes to both. Keep that in mind before comparing agents with the filter on. The Overall rows in Explore Tags and the Agents table still count each interaction once, so the totals don’t double up.
• Historical interactions will initially show just the primary agent. A deeper backfill that recovers every past participant is available on request, but it’s not part of the default rollout.

If you have questions or feedback, reach out to your Customer Success contact.