Create Agent Reviews without an interaction
You can now review agents independently on WatchTower, without having to associate the review with an interaction.
Better Filtering: Presets across WatchTower
28 October 2025
We’ve added presets to our Home, Frequent Customers, and Coach screens. Just like in our Explore screen , you will now be able to save your preferred set-up for dates and filters to immediately spot data that is useful to you as soon as you log-in, and switch between different data sets with ease.
Get Started Today with Presets
If you create and apply a preset on one screen, for example Explore, it will be applied across the platform. Each one you create is unique to your user account, so you can create as many as you’d like. You can share them by sharing a link to your page once the preset is applied.
Once you have, you’ll be able to use these to quickly assess what’s happening across your organisation. They are useful for quick views of areas you know are prone to issues, or you’re concerned about in a specific period of time.
With Presets now across WatchTower, you can spend even less time setting up filters and more time acting on insights. This feature is available to all WatchTower users.
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A New Look and Feel in WatchTower: Experience a fresher, faster, and more intuitive system
We’ve been busy behind the scenes, refining and refreshing your EdgeTier experience – making it faster, smoother, and more enjoyable
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Your data, faster: Our analytics are now powered by ClickHouse
We’re upgrading parts of our analytics storage from PostgreSQL to ClickHouse, a high-performance OLAP database. This change makes filtering interactions,
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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