Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
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...
22 October 2025
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...
21 October 2025
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,...
26 August 2025
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....
5 June 2025
Customise 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...
1 May 2025
Smarter customer insights in one click: Introducing the Customer Overview screen
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of...
19 March 2025
Save and Reuse Your Preferred Filters & Charts
We’ve made it easier than ever to save and apply your favorite filter and chart settings on the Explore screen!...
4 March 2025
Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries
Spotlight Summaries is here! This new feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions...
🚀 Introducing the EdgeTier Push API – Now Available!
We’re excited to announce that the EdgeTier API is now available for customers who want to send interaction data directly to our platform. This push API provides a flexible way to integrate your data, especially if it’s in a non-standard format or from a source with no direct integration with the EdgeTier platform.
Save and Reuse Your Preferred Filters & Charts
We’ve made it easier than ever to save and apply your favorite filter and chart settings on the Explore screen! Instead of manually re-entering filters and adjusting charts each time, you can now save your preferred setup as a "Preset"—allowing you to quickly switch between different data perspectives and track trends without extra effort.
Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries
Spotlight Summaries is here! This new feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions one by one, Spotlight Summaries analyse multiple conversations at once, highlighting recurring issues, agent performance trends, and customer frustrations, without the manual effort. Now, you can quickly understand what’s driving conversations and take action to resolve customer issues.
Improve Tagging Accuracy with Group Filters
You can now apply filters to Tag Groups on the Configuration > Tags and Triggers screen. In short, tag group filters prevent tags from appearing in unrelated conversations.
Agent QA Review Access
Agents can now log in to EdgeTier to view their agent QA reviews directly, creating a secure, personalised environment for feedback. This enhancement replaces the need to rely solely on email notifications, offering a centralised hub where agents can access all their evaluations in one place.
Anomaly summaries
Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our interaction summaries. This means you no longer need to sift through every message to understand what’s going on. Instead, users get clear, concise insights at a glance.
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the system while reviewing interactions.
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions, covering key issues, customer sentiment, and resolutions, without needing to read through the entire conversation. Powered by Claude AI and AWS Bedrock, these AI-driven summaries are fast, accurate, and insightful.
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