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
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.
With this increased transparency, agents can take ownership of their performance, use the feedback to improve, and continuously grow.
By default, agents will only see their own evaluations, but this can also be customised to meet your organisation’s specific needs. Managing agent access is simple and flexible:
These options ensure you can seamlessly integrate Agent Login into your workflows, making feedback more accessible and impactful than ever before.
These options make integrating Agent Login into your workflows easy, ensuring feedback is more accessible and impactful than ever before.
The Agent QA review access feature is now ready to use in the Coach module, To activate it for your organisation, just contact us at support@edgetier.com and we’ll enable it.
New to EdgeTier? Our agent reviews feature helps consolidate the entire QA process and connect the dots between your data, reviews, and reporting. It ties into our system’s advanced AI-monitoring abilities to take the guesswork out of evaluations, so you’re zoning-in on where agents need help. Here’s a closer look at how it works: You can read about our Agent Reviews feature in more detail here.
Our new detection model highlights moments where agents show genuine understanding and emotional intelligence, giving teams a new way to
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of
We’re excited to announce that the EdgeTier API is now available for customers who want to send interaction data directly
"The average response time for post-booking type emails is about five hours. Previously, it was over 24 hours."
"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."
"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."
Let us help your company go from reactive to proactive customer support.
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