Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
8 September 2026
What’s driving CX: Agent, Bot, or Product/Process? Find out with new tools in Ask Spotlight .
Each interaction is now rated across three Experience Driver categories, helping Ask Spotlight find you the root cause of poor...
10 August 2026
Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
9 July 2026
Smarter Answers, Easier Sharing: What’s New in Ask Spotlight
Ask Spotlight is getting smarter and easier to share. Three updates are landing together.
8 July 2026
More transparency in QA: Agents can now dispute reviews
Agents can now formally respond to reviews they disagree with, and QA teams have a structured way to manage and...
12 June 2026
Agentic AI: The EdgeTier MCP server
Connect your AI assistant to EdgeTier in minutes — and start asking questions about your contact centre
11 June 2026
More Control Over Your Reviews: Draft, Save, and Calibrate with Ease
We’ve just shipped several big improvements to Reviews workflows. You can now save reviews in progress and run calibration sessions...
26 May 2026
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.
25 May 2026
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...
15 May 2026
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...
16 April 2026
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...
Agentic AI: The EdgeTier MCP server
Connect your AI assistant to EdgeTier in minutes — and start asking questions about your contact centre
More Control Over Your Reviews: Draft, Save, and Calibrate with Ease
We’ve just shipped several big improvements to Reviews workflows. You can now save reviews in progress and run calibration sessions without affecting agent scores, and bulk export reviews as a .CSV!
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.
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.
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.
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.
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.
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.
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