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...
New Emotion: Customer Confusion 😕
We've enhanced our emotion and sentiment detection by adding a powerful new feature that identifies Customer Confusion in messages. This new emotion detection mode automatically flags messages where customers express confusion about products, processes, or solutions provided by agents, eliminating the need for manual tag setup.
Custom Charts: Interactive metrics at your fingertips
Our new custom charts feature offers a dynamic and efficient way to visualise customer insights, allowing users to easily explore their data in real-time. Gone are the days of exporting data, uploading it to external tools, and manually creating graphs.
Feature Filter