What’s driving CX: Agent, Bot, or Product/Process? Find out with new tools in Ask Spotlight .
Each interaction is now rated across three Experience Driver categories, helping Ask Spotlight find you the root cause of poor
Welcome to your new Home screen!
Starting today, all users will land on a new Home Screen when they log in, instead of the Explore screen. We’ve launched this brand new experience in WatchTower to help you get to insights faster and act sooner.
The Home screen brings together information from around the product, so you can immediately see what’s changed in your customer conversations, and you know where to look first. Each Home screen section will lead you to an existing area of WatchTower, where you can do a deeper dive on your customer conversation data.
What you’ll see:
- Interaction Volume Changes. Track spikes or dips across channels, teams, or brands compared with the previous period.
- Contact Reason Changes. See what topics are rising in the past 24 hours or the past week v. what we normally observe. This section links to Explore Tags split by contact reason. Or, each tag can be explored individually.
- Unusual Activity: Anomalies section. If you have access, you’ll be able to view the most urgent ongoing anomalies and recently ended ones, exposing system issues or emerging customer pain points. Click on an anomaly to see all details, a full summary, and related interactions.
- Active Customers. Identify the customers generating the most contacts today, yesterday, or in the past 7 days and quickly view their experience scores. Then, click on a single customer to understand their full history in one place (on their Customer Overview page).
Filters
Use the filters that matter to your analysis (specific brands, regions, languages, etc) to narrow down the insights on this screen. More functionality is coming soon to personalise the experience further.
Access
The Home screen is now live for all users, showing the sections relevant to your role. What you see will depend on your feature access and permissions. If you are restricted to a Team, you’ll only see details about the interactions accessible from your team.
Just log in today to check it out, and please share your questions, thoughts, and feedback!
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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."
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."
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."
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