Q1 Roundup: What’s new in 2026
We've had a busy start to 2026! We wrote a full roundup, click the button below to 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, 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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Unlock insights faster: Applying phrase tags to past interactions
Up until now, any new phrase tags were only added to interactions that occurred after the tag was created or
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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
Customer-Focused Leaders Trust EdgeTier
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."
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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."
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