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
Better Filtering: Presets across WatchTower
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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Smarter Answers, Easier Sharing: What’s New in Ask Spotlight
Ask Spotlight is getting smarter and easier to share. Three updates are landing together.
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More transparency in QA: Agents can now dispute reviews
Agents can now formally respond to reviews they disagree with, and QA teams have a structured way to manage and
Customer-Focused Leaders Trust EdgeTier
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
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."
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."
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