Create Agent Reviews without an interaction
You can now review agents independently on WatchTower, without having to associate the review with an interaction.
A New Look and Feel in WatchTower: Experience a fresher, faster, and more intuitive system
22 October 2025
We’ve been busy behind the scenes, refining and refreshing your EdgeTier experience – making it faster, smoother, and more enjoyable than ever.
Following our recent Home screen update that helps teams proactively spot customer issues, we’re now preparing to roll out a modernised version of the entire platform. The new UI features a cleaner look, faster navigation, more consistency, and sharper readability – all designed to help you uncover insights and take action even quicker.
Here’s what’s coming your way:
- A modern, streamlined interface with updated fonts, colours, and layouts.
- Simpler navigation – consistent naming across Explore, Sonar, Coach, and Customers.
- Improved readability with clearer emojis and icons, plus faster data scanning in Explore.
- A redesigned, more responsive filter menu to get you to key metrics in fewer clicks.
Our team is so excited to launch this platform redesign into the world. But these are big changes, so we’ll be rolling them out gradually over the coming weeks to ensure top performance and stability!
Want your team to be among the first to experience the new EdgeTier?
💬 Contact your Customer Success Manager for early access or a quick demo
or
- Read more
- Read more
Better Filtering: Presets across WatchTower
We’ve added presets to our Home, Frequent Customers, and Coach screens. Just like in our Explore screen , you will
- Read more
Your data, faster: Our analytics are now powered by ClickHouse
We’re upgrading parts of our analytics storage from PostgreSQL to ClickHouse, a high-performance OLAP database. This change makes filtering interactions,
Customer-Focused Leaders Trust EdgeTier
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."
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"
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights