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
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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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
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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
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."
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."
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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