Better Insights: Synced Transcripts & Easy Exports
We've shipped two updates to allow you to more easily view and export your data. As part of our continuous
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.
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AI Analysis Improvements: Larger Spotlight sample size for broader insights & Experience Score change
We’ve shipped a set of improvements to Spotlight that significantly increase the number of conversations it can analyse in a
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Metric Updates – Hide Others & Agent Resolution Rate
We've added some metric updates to our custom charts and agent screens, to provide you with even better insights into
Customer-Focused Leaders Trust EdgeTier
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."
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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."
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