The Cause Outside Your Data: Web Search in Ask Spotlight
Ask Spotlight can now look up public information on the web when you ask it to, so it can explain
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
What’s driving CX: Agent, Bot, or Product/Process? Find out with new tools in Ask Spotlight .
Each interaction is now rated across three Experience Driver categories, helping Ask Spotlight find you the root cause of poor
- Read more
Know your limit before you hit it: Ask Spotlight Usage
Your team now has a dedicated page to see how many Ask Spotlight questions you've used, how quickly you're going
Customer-Focused Leaders Trust EdgeTier
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."
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."
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights