Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
8 September 2026
What’s driving CX: Agent, Bot, or Product/Process? Find out with new tools in Ask Spotlight .
Each interaction is now rated across three Experience Driver categories, helping Ask Spotlight find you the root cause of poor...
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...
🚀 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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