Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
22 October 2025
A New Look and Feel in WatchTower: Experience a fresher, faster, and more intuitive system
We’ve been busy behind the scenes, refining and refreshing your EdgeTier experience – making it faster, smoother, and more enjoyable...
21 October 2025
Your data, faster: Our analytics are now powered by ClickHouse
We’re upgrading parts of our analytics storage from PostgreSQL to ClickHouse, a high-performance OLAP database. This change makes filtering interactions,...
26 August 2025
Welcome to your new Home screen!
Starting today, all users will land on a new Home Screen when they log in, instead of the Explore screen....
5 June 2025
Customise your Agent QA process with our new Scorecard Builder
We’ve officially launched the new Scorecard Builder for Agent QA — making it easier than ever to build, update, and...
1 May 2025
Smarter customer insights in one click: Introducing the Customer Overview screen
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of...
19 March 2025
Save and Reuse Your Preferred Filters & Charts
We’ve made it easier than ever to save and apply your favorite filter and chart settings on the Explore screen!...
4 March 2025
Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries
Spotlight Summaries is here! This new feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions...
27 January 2025
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the...
27 January 2025
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions,...
26 January 2025
New Emotion: Customer Confusion 😕
We've enhanced our emotion and sentiment detection by adding a powerful new feature that identifies Customer Confusion in messages. This...
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.
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.
New AgentQA Permissions: Expanded Agent Log-In and View all Reviews
We’ve added even more permissions-based features to enable a better AgentQA experience in WatchTower.
New AI-powered Filter: Resolution Status
Alongside other interaction analytics, our platform now provides you with resolution tags, to see how well support interactions are being handled.
AI Powered Home Screen Widget: Strong Customer Emotions
Strong Customer Emotions is a new widget on the Home screen that highlights the conversations where Frustration, Confusion, or Praise are most apparent – drawing your attention to the interactions with the strongest signals of customer emotion.
Extended support for filtering by scorecard; Auto QA labels for AI reviews [beta feature]
You can now filter for AI generated reviews throughout the system—on the Explore screen, Reviews screen, Agents screen, and more, allowing you to distinguish and compare different review types.
Create Agent Reviews without an interaction
You can now review agents independently on WatchTower, without having to associate the review with an interaction.
Better Filtering: Presets across WatchTower
We’ve added presets to our Home, Frequent Customers, and Coach screens. Just like in our Explore screen , you will now be able to save your preferred set-up for dates and filters to immediately spot data that is useful to you as soon as you log-in, and switch between different data sets with ease.
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