Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
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 the table for totals.
What’s new
Five summary metrics now appear at the top of the Reviews screen, scoped to whatever filters and date range you have applied: Reviews, Agents Reviewed, Reviewers, Avg. Score, and Avg. Pass Rate. Reviews, Avg. Score, and Avg. Pass Rate also show a comparison to the previous period, so you can see at a glance whether things are trending up or down.
The same summary boxes are also coming to the Agent Performance screen, scoped to whichever agent(s) you’ve selected there. With this, a review of one agent, or a group of agents, gets its own headline numbers rather than the org-wide picture.
On the Agent Log-In screen, agents see a personal version of this: their own Reviews, Avg. Score, and Avg. Pass Rate, each with a period-over-period comparison.
Where to find it
- Open the Reviews screen. Summary boxes sit at the top of the page, above the reviews table, and update live as you change filters or the date range.
- Open Agent Performance and select an agent (or agents). The same summary boxes appear at the top, scoped to your selection.
- On Agent Log-In, the same style of summary boxes appears at the top of an agent’s own reviews section.
What this looks like in practice
- A QA lead reviewing last month’s performance: they open the Reviews screen, apply their usual filters, and immediately see total reviews, how many agents were reviewed, how many reviewers were active, and the average score and pass rate, each compared to the month before, without opening a single review or exporting anything.
- A team lead checking one agent’s trend: they open Agent Performance, select the agent, and see that agent’s review count, average score, and pass rate at a glance, instead of scrolling through their individual reviews to work it out.
- An agent checking their own progress: they log in, open their reviews, and see straight away how many reviews they’ve received this period and whether their average score has moved up or down since last time.
A few things worth knowing
- Feature-flagged, rolled out per client. Nothing changes for a client until it’s switched on for them.
- Same permissions as the reviews table. If you can see a set of reviews, you can see the summary boxes for them. Users limited to their own reviews see figures scoped to just those reviews; users with full access see organisation-wide (or selected-agent) figures.
If you have questions or feedback, reach out to your Customer Success contact.
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The Coach Reviews heat-map previously only broke scores down by individual agent. It can now be grouped by reviewer or
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Customer-Focused Leaders Trust EdgeTier
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
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."
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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