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
Agent QA Review Access
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:
- On-the-fly Access: Confirm an agent’s account details when sending an evaluation. They’ll receive an email with a secure link to view their reviews in EdgeTier.
- Predefined Access: Invite agents in advance via the Users section by assigning them the Agent Access role and linking their account to their existing profile.
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.
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Small Changes, Less Friction: Clearer Anomalies, Named Tabs and Phrase Search Experience
This update brings together a set of smaller improvements, all based on feedback from people who use EdgeTier every day.
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Start with the Right Question: Updated Suggested Prompts in Ask Spotlight.
Since launch, Ask Spotlight has learned to analyse QA review questions, frequent customers and repeat contacts. The suggested prompts you
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."
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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