Share Your Findings: Improved .CSV Exports
Exporting a .CSV of your data from EdgeTier allows you to use that data in reporting and presentations, to share
Deeper Insights with Scorecard Performance Breakdown
As part of our existing Coach product, the reviews screen has allowed you to view all reviews completed on your EdgeTier account, with the ability to filter by different criteria such as Reviewer or Scorecard. We’ve now added additional reporting functionality, to allow you to see how your agents perform, broken down by scorecard, number of reviews completed and average scoring.
We’ve now added a Scorecard Performance table to show you your review metrics broken down by scorecard. It shows:
- Number of reviews completed using each scorecard (in selected period v. previous period)
- Agent Count (How many distinct agents received reviews with these criteria?)
- Reviewer Count (How many distinct users created reviews with this scorecard?)
- Passing score (from scorecard settings)
- Average Score (earned in selected period vs. previous period)
- Pass rate (percentage of passing reviews/total reviews in this period)
Each row represents the performance of each scorecard in the timeframe you selected in the date picker — also including any other filters you applied at the top of the page. Any comparison figures shown are calculated for the previous period for that scorecard (for example: this week vs. last week; today vs. yesterday; last month v. the month before).
Select any scorecard from the table to filter the reviews list below. This will show all reviews completed using that scorecard during your selected time period (and with applied filters).
Want to create a scorecard to track performance for a specific use case, or assess your agents average score in a specific channel? This widget will enhance the existing reviews functionality to provide you with even better insights to enhance your QA and coaching.
This feature is available to all Coach users with existing reviews access.
Coming Soon
We hope you love this release! We’re working on expanding reviews reporting functionality even further, and you’ll see more changes in our upcoming releases.
- Read more
- Read more
More Transparency Into AI ‘Contact Reason’ Tags
We’ve now added an interface to allow you to visualise your AI tags within the EdgeTier platform. Here, you’ll be
- Read more
Find Key Emotional Moments Faster
When you’re reading through an interaction, EdgeTier already allows you to jump to the messages that triggered a phrase tag,
Customer-Focused Leaders Trust EdgeTier
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"
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."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights