Know your limit before you hit it: Ask Spotlight Usage
Your team now has a dedicated page to see how many Ask Spotlight questions you've used, how quickly you're going
✏️ Edit Reviews, plus more Agent QA Reviews updates
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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Instant Review Stats: Reviews, Agent Performance & Agent Log-In
The Reviews, Agent Performance, and Agent Log-In screens now show headline performance metrics at a glance, no more digging through
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Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
Robert Davies
Consultant
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Quentin Bottner
Head of Continuous Improvement
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
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