Instant Review Stats: Reviews, Agent Performance & Agent Log-In
The Reviews, Agent Performance, and Agent Log-In screens now show headline performance metrics at a glance, no more digging through
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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Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
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Quickly compare QA scores by Reviewer or Agent Group
The Coach Reviews heat-map previously only broke scores down by individual agent. It can now be grouped by reviewer 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."
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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