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
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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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
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."
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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