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
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, helping you find key moments quicker. We’ve now extended this message navigation capability so you can also find the exact messages tagged with emotions: frustration, confusion, praise, gratitude, or agent empathy.
You can opt to navigate through all emotional messages, or a specific emotion like frustration. Once you select an emotion, you’ll then be able to navigate through each message that contains that emotion. An emotion will not appear in the toolbar if it does not appear in the interaction.
Trying to QA how agents handle frustrated moments? Attempting to locate praise for the agent instantly? This feature will help you streamline this process, and immediately get to what matters.
This feature acts independently of call playback for call interactions. If you wish to play that moment in the call, you can select the play icon.
This feature is available to all users with interaction access.
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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
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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"
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."
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