New AgentQA Permissions: Expanded Agent Log-In and View all Reviews
We’ve added even more permissions-based features to enable a better AgentQA experience in WatchTower.
Call Recording Playback
27 January 2025
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the system while reviewing interactions.
⏯️ Call Recording Playback
This update gives your team the tools they need to analyse the tone of conversations where necessary, or fill in any gaps if transcripts alone are unclear.
What it does:
- Wherever you’re reading a voice transcript or reviewing an agent’s call, you’ll now find a play/pause button conveniently at the bottom of the transcript.
- Hit play to hear the call and catch any nuance that the transcript might have missed – because sometimes tone matters!
Things to note: Call recordings will be available for 3 months from the date of the conversation. And this feature is optional, so please let us know if you want us to turn it on for your calls!
To enable Call Recording Playback for your organisation, reach out to us at support@edgetier.com or contact your Customer Success Manager directly.
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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
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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
Customer-Focused Leaders Trust EdgeTier
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."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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"
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