✏️ Edit Reviews, plus more Agent QA Reviews updates

We're always adding new features to enable better Agent QA in Watchtower.

💡 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.

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 manage scorecards directly in the platform, no spreadsheet required.

• Coach
• Major Release

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.

• Core Update

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 any customer’s journey, all in one place.

• Core Update
• Major Release

🚀 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.

• Core Update

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.

• Core Update
• Explore
• Major Release

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.

• Core Update
• Explore
• Major Release