Overview
The EdgeTier MCP server connects AI assistants to EdgeTier, a contact centre intelligence platform that analyses customer service conversations from platforms such as Zendesk, Genesys and Salesforce. Users can query their own contact centre data in natural language: pulling metrics, reading conversations, investigating anomalies and running qualitative analysis without leaving the chat. Key features: - Interaction analytics: volumes, CSAT, sentiment and handling times, aggregated or trended by contact reason, channel, agent and other dimensions - Conversation search: find interactions by topic, tag or text and read full transcripts - Emotion filters: frustration, praise, gratitude and empathy detected across every interaction - Repeat contacts: customers who contact support repeatedly and repeat-contact rates - Quality assurance: AutoQA and manual scorecard results, pass rates by agent and question - Anomaly detection: ongoing and historical spikes, with the conversations behind them - Theme extraction and agent performance insights Access uses OAuth and is scoped to the user's organisation and existing EdgeTier permissions, so the server only returns data the user can already view. It works alongside other connectors, so EdgeTier insights can be combined with CRM, ticketing and messaging tools.
