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
Anomaly summaries
Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our interaction summaries. This means you no longer need to sift through every message to understand what’s going on. Instead, users get clear, concise insights at a glance.
Here’s how we’ve upgraded the anomalies screen:
- Enhanced Titles: Each anomaly now has a clear, relevant title in plain English, so you know what’s happening right away.
- Concise Descriptions: An improved one-sentence overview highlights what the anomaly messages have in common.
- Detailed Summaries: Dive deeper with a full AI-generated summary when you open an anomaly.
- Better Email Alerts: Summaries are now included in your email alerts so that you can act quickly, even on the go.
You can see these summaries live now in the EdgeTier system. Please reach out to your Customer Success Manager if you have any questions about this update.
New to EdgeTier? Learn more about our Sonar feature here. It provides 24/7 monitoring of customer interactions and sends real-time alerts when issues arise. You’ll know who’s been affected and get all the details you need to fix the problem quickly—before it impacts the customer experience or grows into a bigger issue.
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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
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Quickly compare QA scores by Reviewer or Agent Group
The Coach Reviews heat-map previously only broke scores down by individual agent. It can now be grouped by reviewer or
Customer-Focused Leaders Trust EdgeTier
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."
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."
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."
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