Agent QA at a glance: Heat-map analytics
We've just shipped a scorecard heat-map to the Reviews screen in Coach. This release will give you a team-wide view
Q1 Roundup: What’s new in 2026
We've had a busy start to 2026! We wrote a full roundup, click the button below to read more.
Read about our key updates to help you capture customer insights faster and manage your data with more precision.
There’s more to come in the next few weeks, with Spotlights on agent performance and a new heatmap to visualise agent review results. We’ll keep you updated as these roll out!
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Unlock insights faster: Applying phrase tags to past interactions
Up until now, any new phrase tags were only added to interactions that occurred after the tag was created or
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Share Your Findings: Improved .CSV Exports
Exporting a .CSV of your data from EdgeTier allows you to use that data in reporting and presentations, to share
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."
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."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
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