Agentic AI at EdgeTier: Ask Spotlight is Live

Ask Spotlight is EdgeTier's AI-powered data analyst. Ask it anything about your contact centre. Get an answer in seconds.

• Core Update
• Major Release

AI Transparency: Go Deeper with Spotlight Examples, Subtopics, and Agent Review

Spotlight is EdgeTier's LLM summarisation feature that analyses multiple conversations at once, surfacing recurring issues and trends without the manual effort. This update brings three major improvements: deeper interaction visibility, subtopic exploration, and agent performance insights.

• Coach
• Core Update
• Index
• Major Release

Deeper Scorecard Insights now on Agent Screens

QA managers, team leaders and agents themselves can now see exactly where an agent performs well and where they fall short — broken down by scorecard question — directly within the Agent Activity and Agent Log-In screen, without custom reports or manual filtering.

• Coach
• Core Update

Agent QA at a glance: Heat-map analytics

We've just shipped a scorecard heat-map to the Reviews screen in Coach. This release will give you a team-wide view of how agents are performing on individual scorecard questions, making it easy to spot patterns, identify coaching priorities, and track improvement over time.

• Coach
• Core Update

Q1 Roundup: What’s new in 2026

We've had a busy start to 2026! We wrote a full roundup, click the button below to read more.

• Core Update

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.