Coaching without the digging: Question-level scoring across reviews
You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps
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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Improved Agent Visibility & Filtering on Interactions
Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match,
- Read more
Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts
You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same
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."
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."
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."
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