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
💡 Discover Your Frequent Customers — Now in a Dedicated View!
Multiple contacts from the same customer can mean many things: they're happy and engaged, they're dealing with a complex issue, or they keep hitting a recurring roadblock. The new Frequent Customers screen helps you surface customer journeys worth investigating.
Now, you can now get a clear, ranked view of who’s contacting you most, along with key context like experience scores, contact reasons, and emotional signals.
Use this screen to:
- Prioritise outreach or escalation to proactively improve CX
- Understand which customers are driving support load and why
- Spot emerging issues with customers before they grow into complaints
Whether it’s a loyal customer needing attention or a pattern that signals friction, this view gives your team the visibility to act with confidence and drive stronger outcomes for your customers and your operation.
What’s new?
The new screen is now live under the Customers menu. View and filter a list of top customers, and click into their Customer Overview to investigate their full experience with your contact centre.
How it works:
- Apply your existing filter presets or create new ones to focus your view to a customer segment: brand, contact reason, market, BPO, etc.
- Identify your recent customers with the most contacts.
- See and sort by key stats at a glance:
- Customer name and contact info (if available)
- Interaction count
- Total handling time and experience score
- % of interactions with frustration or confusion
- Click any customer to open their AI-powered Customer Overview.
Get Access:
To see this screen and the Customer Overview, roles require the View Customer Insights permission. This is adjustable in User Management > Roles & Permissions.
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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
- Read more
Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
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."
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"
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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