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
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.
- Read more
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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
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."
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."
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