Know your limit before you hit it: Ask Spotlight Usage
Your team now has a dedicated page to see how many Ask Spotlight questions you've used, how quickly you're going
Improve Tagging Accuracy with Group Filters
You can now apply filters to Tag Groups on the Configuration > Tags and Triggers screen. In short, tag group filters prevent tags from appearing in unrelated conversations.
This feature keeps your tagging system accurate, organised, and efficient—making it easier to find, filter, and report on the right interactions for your analysis.
For example, if you manage Agent Quality in the German market, your specific tags will no longer create noise for other regions or brands, where quality guidelines differ. Our phrase tagging tool now applies tags only when relevant, improving system performance.
When updating tag groups, changes apply moving forward without affecting past data, maintaining consistency with no extra cleanup required.
How it Works
To add filters to your existing tag groups, click the three dots (options menu) beside any tag group and select Edit. Or click [+CREATE TAG GROUP] to create a new tag group.
Use the Optional Filters section in this popup to define which interactions this tag group should apply to. All system tags available in EdgeTier can be used as filters, and you can add as many as needed to refine the interactions covered by this tag group.
Note: If you edit an existing tag group, any changes will apply to future interactions, but previously tagged interactions will remain unchanged.
Once applied, they will appear when hovering on the filter icon, or when clicking on a tag within the group. This gives a quick view into the tag group configuration across your organisation.
You can get started with Tag Groups in EdgeTier. Please reach out to your Customer Success Manager if you have any questions about this update. Or click here for a full breakdown of how to set up tags in the system.
New to EdgeTier? Learn more about our Index feature here.
- Read more
- Read more
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
- Read more
Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
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."
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."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights