Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
10 November 2026
Save your best Ask Spotlight questions as templates you and your team can run again
You can now turn your Ask Spotlight questions into reusable templates, either by saving them from the chat or by...
19 October 2026
Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts
You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same...
14 October 2026
See what drove each interaction’s experience: the agent, the bot, or the product
Every interaction gets a rating and a short explanation for each of three Experience Drivers, so you can see whether...
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.
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
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