Agentic AI at EdgeTier: Ask Spotlight is Live
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New AgentQA Permissions: Expanded Agent Log-In and View all Reviews
We’ve added even more permissions-based features to enable a better AgentQA experience in WatchTower.
This set of improvements will make it easier for managers, team leads, and agents to track and understand review activity in the system.
Two new permission levels have been added, which (1) give agents better visibility into their own conversations and scores, and (2) let Agent QAs and team leads safely explore review data without the risk of accidental edits.
🔑 Agent Activity screen for Agents: Agents can see all interactions, not just reviews.
Agents will now be able to log in to WatchTower and see more than just their list of completed reviews. They’ll see a dedicated My Activity view, with all of their own interactions, evaluations and performance metrics, including customer emotions. This gives agents clearer insight into how they’re doing and enables a more cohesive, streamlined Agent QA product for Team Leads.
All agents with platform access will now see the activity view.
👁️ View Reviews: View-Only permission to see all evaluation scores, without editing them.
‘View Reviews’ will be a new permission in WatchTower, allowing users to view agent reviews across all screens, without the option to create or edit reviews. This granular permission will enable an Agent QA manager to set up users who may need context for reviews, or to assess the reviews themselves, without the risk of accidental edits.
To create a role with this permission:
- Navigate from Home to Settings → Roles and Permissions
- Toggle on this permission for any existing roles, or create a new one.
🦻 Coming Soon
Further visibility into agent metrics and the ability to for agents compare their Activity and Reviews metrics with the previous period.
👤 Role-based Access
These features are available for Coach users.
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AI Transparency: Go Deeper with Spotlight Examples, Subtopics, and Agent Review
Spotlight is EdgeTier's LLM summarisation feature that analyses multiple conversations at once, surfacing recurring issues and trends without the manual
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Deeper Scorecard Insights now on Agent Screens
QA managers, team leaders and agents themselves can now see exactly where an agent performs well and where they fall
Customer-Focused Leaders Trust EdgeTier
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."
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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