Coaching without the digging: Question-level scoring across reviews

You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps without opening reviews one by one.

• Coach

Improved Agent Visibility & Filtering on Interactions

Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match, whenever you want.

• Core Update

Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts

You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same agent, team, or date range every time you ask a question.

• Core Update
• Explore
• Major Release

See what drove each interaction’s experience: the agent, the bot, or the product

Every interaction gets a rating and a short explanation for each of three Experience Drivers, so you can see whether the agent, the bot or the product itself shaped how it went. Ask Spotlight already uses these ratings, and this release adds them to the interaction view and the Experience Score chip, and lets you filter interactions by them.

• Core Update
• Explore

Small Changes, Less Friction: Clearer Anomalies, Named Tabs and Phrase Search Experience

This update brings together a set of smaller improvements, all based on feedback from people who use EdgeTier every day. Anomaly pages now show more metrics and give interaction summaries room to breathe, browser tabs tell you which page you're on, and phrase search in Explore no longer loses what you've typed.

Start with the Right Question: Updated Suggested Prompts in Ask Spotlight.

Since launch, Ask Spotlight has learned to analyse QA review questions, frequent customers and repeat contacts. The suggested prompts you see when you start a chat hadn't been updated to reflect that, so we've added three new ones to help you find these answers faster.

Easier User Admin: Grouped Permissions and Okta

There are two updates here for anyone who manages users in EdgeTier. The Roles & Permissions page has been reorganised to make building a role quicker. And if your organisation uses Okta to manage staff access to work tools, you can now keep your EdgeTier users in sync with it automatically.

The Cause Outside Your Data: Web Search in Ask Spotlight

Ask Spotlight can now look up public information on the web when you ask it to, so it can explain the things your own data can't.

• Core Update