New AI-powered Filter: Resolution Status
Alongside other interaction analytics, our platform now provides you with resolution tags, to see how well support interactions are being
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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AI Powered Home Screen Widget: Strong Customer Emotions
Strong Customer Emotions is a new widget on the Home screen that highlights the conversations where Frustration, Confusion, or Praise
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Extended support for filtering by scorecard; Auto QA labels for AI reviews [beta feature]
You can now filter for AI generated reviews throughout the system—on the Explore screen, Reviews screen, Agents screen, and more,
Customer-Focused Leaders Trust EdgeTier
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"
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."
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."
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