Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
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...
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.
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.
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.
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