Start with the Right Question: Updated Suggested Prompts in Ask Spotlight.
Since launch, Ask Spotlight has learned to analyse QA review questions, frequent customers and repeat contacts. The suggested prompts you
💡 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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Easier User Admin: Grouped Permissions and Okta
There are two updates here for anyone who manages users in EdgeTier. The Roles & Permissions page has been reorganised
- Read more
The Cause Outside Your Data: Web Search in Ask Spotlight
Ask Spotlight can now look up public information on the web when you ask it to, so it can explain
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."
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."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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