Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
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...
2 April 2026
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.
1 April 2026
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...
Better Insights: Synced Transcripts & Easy Exports
We've shipped two updates to allow you to more easily view and export your data. As part of our continuous focus on UX improvements, you will be able to view your custom chart in a table view, and follow call transcripts along with the recording.
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.
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