Agent QA at a glance: Heat-map analytics
We've just shipped a scorecard heat-map to the Reviews screen in Coach. This release will give you a team-wide view
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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Q1 Roundup: What’s new in 2026
We've had a busy start to 2026! We wrote a full roundup, click the button below to read more.
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Unlock insights faster: Applying phrase tags to past interactions
Up until now, any new phrase tags were only added to interactions that occurred after the tag was created or
Customer-Focused Leaders Trust EdgeTier
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."
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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