Better Insights: Synced Transcripts & Easy Exports

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.