Quickly compare QA scores by Reviewer or Agent Group
The Coach Reviews heat-map previously only broke scores down by individual agent. It can now be grouped by reviewer or
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, viewing custom charts, testing phrase tags, and other analytics noticeably faster—while keeping your data exactly where it is and just as secure as before.
What’s changing?
- New analytics engine: Some datasets move to ClickHouse to power heavy analytical queries.
- Zero breaking changes: Your dashboards, custom reports, and integrations continue to work without modification.
- No downtime: Migration is happening online with no service disruption.
Why this is better?
- Faster performance: Large and complex queries load significantly quicker across the product.
- Greater scalability: Handles higher data volumes and more concurrent queries as you grow.
- Improved reliability: Lower latency and higher uptime for analytics workloads.
Data privacy & security
- No policy changes: GDPR compliance, retention policies, and security controls remain the same.
- Same infrastructure: Runs on AWS in the same regions as your current data.
- EU data stays in eu-west-1
- US data stays in us-east-1
- Private network paths: All transfers continue over AWS PrivateLink (data never leaves our AWS environment).
- More info: See the ClickHouse Trust Center for security & compliance details.
Timeline
- Started: October 1, 2025
- Rollout window: Through November 30, 2025
- What you’ll notice: Speed improvements applied to new areas of the product gradually; no action required.
Do I need to do anything?
- No action needed. Your existing data and custom reports remain accessible throughout.
- You may observe faster load times!
Availability
This upgrade applies to all customers using WatchTower, across both EU and US regions.
Questions or support
Please contact your Customer Success Manager with questions about how this upgrade benefits your specific setup.
- Read more
- Read more
Smarter Answers, Easier Sharing: What’s New in Ask Spotlight
Ask Spotlight is getting smarter and easier to share. Three updates are landing together.
- Read more
More transparency in QA: Agents can now dispute reviews
Agents can now formally respond to reviews they disagree with, and QA teams have a structured way to manage and
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."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights