Unlock insights faster: Applying phrase tags to past interactions

Up until now, any new phrase tags were only added to interactions that occurred after the tag was created or updated. Tag Past Interactions will let you apply new or updated phrase tags to older interactions that are already in the EdgeTier system.

• Core Update
• Index
• Major Release

Share Your Findings: Improved .CSV Exports

Exporting a .CSV of your data from EdgeTier allows you to use that data in reporting and presentations, to share EdgeTier with the world. We’ve now shipped some improvements to this functionality, to allow you to export more data, and clearer data.

• Core Update

Deeper Insights with Scorecard Performance Breakdown

As part of our existing Coach product, the reviews screen has allowed you to view all reviews completed on your EdgeTier account, with the ability to filter by different criteria such as Reviewer or Scorecard. We’ve now added additional reporting functionality, to allow you to see how your agents perform, broken down by scorecard, number of reviews completed and average scoring.

More Transparency Into AI ‘Contact Reason’ Tags

We’ve now added an interface to allow you to visualise your AI tags within the EdgeTier platform. Here, you’ll be able to view how you’ve chosen to define your Contact Reason AI Tags with the EdgeTier team, as well as the tags performance. This page is a home for your Contact Reasons, and a first step to full self-service AI tagging in the interface.

• Core Update
• Major Release

Find Key Emotional Moments Faster

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.

• Core Update
• Index

Better Insights: Synced Transcripts & Easy Exports

We've shipped two updates to allow you to more easily view and export your data. As part of our continuous focus on UX improvements, you will be able to view your custom chart in a table view, and follow call transcripts along with the recording.

• Coach
• Core Update

AI Analysis Improvements: Larger Spotlight sample size for broader insights & Experience Score change

We’ve shipped a set of improvements to Spotlight that significantly increase the number of conversations it can analyse in a single run — helping you get a more representative view of what’s happening. Alongside this, we've also fine-tuned our experience score.

• Core Update

Metric Updates – Hide Others & Agent Resolution Rate

We've added some metric updates to our custom charts and agent screens, to provide you with even better insights into your CX data.

• Coach
• Index