AI Analysis Improvements: Larger Spotlight sample size for broader insights & Experience Score change
We’ve shipped a set of improvements to Spotlight that significantly increase the number of conversations it can analyse in a
Call Recording Playback
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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Metric Updates – Hide Others & Agent Resolution Rate
We've added some metric updates to our custom charts and agent screens, to provide you with even better insights into
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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.
Customer-Focused Leaders Trust EdgeTier
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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."
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