Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts
You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same
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.
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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
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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.
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."
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"
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
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