💡 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,
✏️ Edit Reviews, plus more Agent QA Reviews updates
24 July 2025
We're always adding new features to enable better Agent QA in Watchtower.
We’ve just shipped a set of improvements to make it easier to manage, track, and understand agent reviews. These updates help QA leads and managers stay on top of what’s been reviewed, where feedback has been given, and how review scores evolve over time.
✏️ Edit Completed Reviews
No more duplicating reviews for minor edits. We know… that was annoying. You can now fix small errors or add clarifying comments quickly. Update answers, scores, and feedback on any completed review (with user permissions). Edited reviews clearly show who made changes and when.
To do this, open any completed review. At the bottom, click “Edit Results” to change the score, then “Save Results” to confirm.
🔍 Filter by Reviewer & Review Status in Explore
New filters let you find interactions based on who reviewed them, whether they’ve been reviewed or not, or their pass/fail status.
Benefit: Easily focus on QA coverage for specific markets, teams, languages, channels, etc. by applying these filters and interacting with the Explore Screen chart.
📌 Review Details in the Interaction Sidebar
Understand the full story of an interaction without jumping between screens. When you open any interaction, you’ll now see its full review (score, pass/fail, and feedback) alongside other details like contact reason, AI summary, phrase tags, and timing metrics.
📊 Review Status in Interaction Tables
We heard you when you said that it was difficult to see which interactions were already reviewed from the Explore and Agent screens. You can now swap out handling time or other metrics for a “Review Result” column in tables of interactions. This lets you instantly see Pass / Fail labels, telling you which conversations have been already been reviewed.
🔐 Role-Based Access
All of these features are now live for users with the Manage Own Reviews or Manage All Reviews permissions.
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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
- Read more
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
Customer-Focused Leaders Trust EdgeTier
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Haley Abbott
Project Manager & Salesforce Program Manager
"The average response time for post-booking type emails is about five hours. Previously, it was over 24 hours."
Giovane Nicolau Junior
Head of Operations Performance
"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."
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