Coaching without the digging: Question-level scoring across reviews
You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps
EdgeTier is now in Claude’s connector directory
EdgeTier is now listed in Claude’s connector directory so you can connect from there in a couple of clicks instead of setting it up manually.
The EdgeTier MCP server connects AI assistants like Claude and ChatGPT to your contact centre data. Once it’s connected, you can quickly ask about metrics, conversations, anomalies and QA scores, and combine EdgeTier with the other tools you use, such as Slack, Notion or Salesforce. EdgeTier is now listed in Claude’s connector directory at claude.ai/directory/edgetier, so you can connect from there in a couple of clicks instead of setting it up manually.
Where to find it
To get started, ask your Customer Success Manager to enable MCP for your account. Then make sure your role has the Use MCP permission. Our Getting Started guide has the setup steps and example prompts, and there’s more on the blog.
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Improved Agent Visibility & Filtering on Interactions
Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match,
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Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts
You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same
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."
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."
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."
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