Coaching without the digging: Question-level scoring across reviews
You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps
✏️ 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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Improved Agent Visibility & Filtering on Interactions
Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match,
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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
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
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."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
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