Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier

Sonar detects anomalies by learning what ‘normal’ looks like across scoped sets of interactions. For example, if there is more contacts than usual about a specific booking code.

Until now, you could filter anomalies by model on the Anomalies screen , but you couldn’t see or control the settings driving them.

A new Models screen under Sonar > Models changes that. It shows every anomaly model configured for your account, including the tags it monitors, its sensitivity level, alert thresholds, and recent activity metrics , so you can see what’s being watched and how each model is set up. From the same screen, you can also create new models and edit existing ones, all within the EdgeTier platform.

What’s new

• A new Models section has been added to Sonar. From there, you can view all the anomaly models currently running in your account; including the tags they monitor, their sensitivity level, their alert thresholds, and some metrics on their recent activity.
• A new Create model button launches a guided, three-step setup flow: Basic details (name, interaction types, languages, and tags to monitor), Sensitivity (pick a level that sets the alert threshold and minimum interaction count, alongside a 14-day interaction volume chart that flags a warning if daily volume looks too low for reliable detection), and Notifications (choose who gets alerted)
• Existing models can be updated the same way, via a new Edit option in each model’s menu, pre-filled with its current settings.

Where to find it

1. Open Sonar in the left-hand navigation.
2. Click Models , a new tab that appears alongside Anomalies.
3. The Models page lists all anomaly models currently running in your account.
4. Click Create model to set up a new one, or use the ⋯ menu on an existing model and select Edit.

How to create an anomaly model

You’ll need the Manage Anomaly Models permission to create or edit models.

1. Go to Sonar > Models and click New model.

2. Basic details: Give the model a name, then choose the interaction type, languages, and tags you want it to monitor. Sonar then monitors relevant interactions for any ‘out of the ordinary’ content, such as above average contacts about a topic like cancellations. As you set these, Sonar shows the average daily interaction volume for that combination. If it’s too low for reliable detection, a warning banner appears (hover the info icon next to it to see the threshold it’s checking against). Click Next.

3. Sensitivity: Pick a sensitivity level: Low, Low-Medium, Medium, Medium-High, or High. This sets how easily the model flags something as unusual. You can also optionally set a minimum interaction threshold (a minimum of five is always required), so the model won’t raise an anomaly below a certain volume; this can’t be set higher than 10% of the daily average shown (as this would trigger anomalies too frequently) on the same screen, and defaults to ten interactions when not populated. Click Create model.

4. Notifications (optional): Once the model is created, you’ll be prompted to set up email alerts for yourself, and for others too if you have the Manage Users permission. This step is optional.

Once created, the model goes live immediately and applies across the whole account, not just to you. To change it later, open its ⋯ menu and select Edit. This reopens the same flow, pre-filled with the model’s current settings.

What this looks like in practice

• Reviewing what’s being monitored: The Models page lists every anomaly model in your account. Each row shows the model name, the tags it’s watching, and its sensitivity level at a glance.
• Digging into a specific model: Click any model row to expand it. You’ll see an anomaly count chart for the last 14 days alongside the tag filters the model is using, with a quick link to the full anomaly list for that model. From here, you can opt to ‘View Anomalies’, to go straight to the existing anomalies page.
• Creating a new model: Click Create model and work through the three-step flow to set up a new model without waiting on Customer Success.
• Editing an existing model: Select Edit from a model’s menu to reopen the same flow, pre-filled with its current settings.

A few things worth knowing

• You’ll need the View Anomalies permission to access the Models page.
• Creating, editing, pausing, or deleting a model requires the Manage Anomaly Models permission.
• Setting up notifications for other users requires the Manage Users permission; without it, you can only manage notifications for yourself.
• Models are configured at account level. You can control which ones you’re notified about, but you’ll be able to see all anomaly models set up in your organisation.
• If your data access is scoped to a specific team, you’ll only see interactions for that team on the Models page (the same way Explore works).

If you have questions or feedback, reach out to your Customer Success contact.