Know your limit before you hit it: Ask Spotlight Usage
Your team now has a dedicated page to see how many Ask Spotlight questions you've used, how quickly you're going
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
- Read more
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
- Read more
Full Visibility, Full Control: Create and Manage Anomaly Models within EdgeTier
You can now create and manage Sonar models within the EdgeTier platform
Customer-Focused Leaders Trust EdgeTier
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."
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."
Quentin Bottner
Head of Continuous Improvement
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
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