AI Analysis Improvements: Larger Spotlight sample size for broader insights & Experience Score change
We’ve shipped a set of improvements to Spotlight that significantly increase the number of conversations it can analyse in a
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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Metric Updates – Hide Others & Agent Resolution Rate
We've added some metric updates to our custom charts and agent screens, to provide you with even better insights into
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New AgentQA Permissions: Expanded Agent Log-In and View all Reviews
We’ve added even more permissions-based features to enable a better AgentQA experience in WatchTower.
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."
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."
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."
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