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 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.
Welcome to your new Home screen!
Starting today, all users will land on a new Home Screen when they log in, instead of the Explore screen. We’ve launched this brand new experience in WatchTower to help you get to insights faster and act sooner.
✏️ Edit Reviews, plus more Agent QA Reviews updates
We're always adding new features to enable better Agent QA in Watchtower.
Read More💡 Discover Your Frequent Customers — Now in a Dedicated View!
Multiple contacts from the same customer can mean many things: they're happy and engaged, they're dealing with a complex issue, or they keep hitting a recurring roadblock. The new Frequent Customers screen helps you surface customer journeys worth investigating.
Read MoreCustomise your Agent QA process with our new Scorecard Builder
We’ve officially launched the new Scorecard Builder for Agent QA — making it easier than ever to build, update, and manage scorecards directly in the platform, no spreadsheet required.
New Emotion: We can now detect Agent Empathy automatically
Our new detection model highlights moments where agents show genuine understanding and emotional intelligence, giving teams a new way to track and coach the soft skills that matter most in high-stakes interactions. It’s our first emotion that looks at the agent’s side of the conversation, rather than the customer’s.
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