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 Insights: Synced Transcripts & Easy Exports
We've shipped two updates to allow you to more easily view and export your data. As part of our continuous focus on UX improvements, you will be able to view your custom chart in a table view, and follow call transcripts along with the recording.
Export Data Faster: Table View for Custom Chart
The EdgeTier Explore Custom Chart allows you to visualise all the interaction’s you’ve filtered for, and split your data even further, with complete control over the X and Y axis, as well as splits within these.
You may want to create a data view that is useful for you, and then export this for reporting purposes. We’ve added a table data view that can be exported to .CSV to do exactly this!
Interested in your interaction volumes over a specific subset of days, split by agent? We’ll generate the .CSV needed for you to show this data in a management report, or just to save to have on hand.
Spot-check moments faster: Synchronised call transcripts
At EdgeTier, we ingest your call recordings and use AI to transcribe the interaction. You can already play the call recording alongside our transcription, but we’re adding new functionality to help you use our AI to spot-check important moments faster.
We’ve developed synchronised transcripts to give you control over what is important to you in a recording. When you play a recording, the transcript will automatically highlight text as it occurs in the recording, helping you follow along and spot key signals such as frustration.
You’ll also be able to hover over a message, and press play. The recording will then jump to that interaction, if you need to quickly assess that specific moment.
We hope this update helps you show the world how useful EdgeTier is! If you have any questions on this update, please reach out to Customer Success.
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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
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."
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."
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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