Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
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...
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.
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 than ever.
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, viewing custom charts, testing phrase tags, and other analytics noticeably faster—while keeping your data exactly where it is and just as secure as before.
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