What’s New at EdgeTier: Anomaly detection summaries & agent QA wrapped for 2024

The holidays are here, and so are some exciting updates from EdgeTier! We’ve been working behind the scenes to bring out new features to make your data insights sharper, your processes smoother, and your team’s workflow even more efficient. From AI-powered anomaly detection summaries to agent QA log-ins, here everything we’ve rolled out recently and a sneak peek at what’s coming in 2025. 

Custom Charts: Interactive metrics at your fingertips

Our new custom charts feature offers a dynamic and efficient way to visualise customer insights, allowing users to easily explore their data in real time. Gone are the days of exporting data, uploading it to external tools, and manually creating graphs. Now, you can create meaningful visualisations directly within EdgeTier, saving time and providing clarity to make the most data-driven decisions possible.

Key Benefits:

• Customisable Metrics: Choose and arrange metrics for the X and Y axes, and segment by interaction type, language, or agent.
• Flexible Visualisation: Select from various chart styles and drill down into specific data points for more detailed insights.
• Contextual Tooltips: Hover over data points for quick summaries without navigating away from the chart.
• Streamlined Workflow: Filter results directly from the chart for a focused view.

With custom charts for contact centres, EdgeTier puts the power of real-time, actionable insights at your fingertips, allowing you to optimise support operations with smarter data visualisation. 

Sonar: Al-powered anomaly detection insights

Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our interaction summaries. This means you no longer need to sift through every message to understand what’s going on. Instead, users get clear, concise insights at a glance.

Here’s how we’ve upgraded the anomalies screen: 

• Enhanced Titles: Each anomaly now has a clear, relevant title in plain English, so you know what’s happening right away.
• Concise Descriptions: An improved one-sentence overview highlights what the anomaly messages have in common.
• Detailed Summaries: Dive deeper with a full AI-generated summary when you open an anomaly.
• Better Email Alerts: Summaries are now included in your email alerts so that you can act quickly, even on the go.

With these updates, Sonar helps support teams quickly identify the root cause of anomalies, enabling swift action to minimise customer impact and reduce the number of dissatisfied customers as a result. 

👉EdgeTier Customers: Check out the new Anomaly Summaries

Coach: Empower agents with QA review access

We’re also chuffed to announce the next phase of agent QA: Agent Login. Agents can now log in to EdgeTier to view their agent QA reviews directly, creating a secure, personalised environment for feedback.  This enhancement replaces the need to rely solely on email notifications, offering a centralised hub where agents can access all their evaluations in one place. With this increased transparency, agents are empowered to take ownership of their performance, leverage actionable feedback, and drive continuous improvement.

By default, agents will only see their own evaluations, but this can also be customised to meet your organisation’s specific needs. Managing agent access is simple and flexible:

• On-the-fly Access: Confirm an agent’s account details when sending an evaluation. They’ll receive an email with a secure link to view their reviews in EdgeTier.
• Predefined Access: Invite agents in advance via the Users section by assigning them the Agent Access role and linking their account to their existing profile.

These options ensure you can seamlessly integrate Agent Login into your workflows, making feedback more accessible and impactful than ever before.

Index & Coach: Revamped tables for faster insights

Our newly redesigned tables on the Agents and Explore screens are built to help users get more from their data, faster. 

What’s New? 

• Topic-Specific Tabs:  Navigate customer emotions, handling times, CSAT responses, and agent QA review metrics with dedicated tabs. New tabs include: Overview, Sentiment, Timings, Surveys, and Reviews, with the latter focusing on agent reviews with metrics like pass rate and average review score across agents or tag groups.
• Custom Views Tab: Add, name, and arrange new columns to match your workflow. Save and export your setup for future use. 
• Overall Row Toggle: Quickly view totals or averages across your search results.

Whether you’re tracking sentiment, analysing timing metrics, or diving into agent QA scorecards, the new tables make it easier to find the insights you need and take action quickly. 

👉 EdgeTier Customers: Explore the new tables

What’s coming in 2025? 

We’re already hard at work on new features for next year, and one of the highlights is a brand-new emotion detection category: Customer Confusion. Stay tuned for updates as we expand our suite of tools to help you better understand and support your customers. 

Discover the future of customer support in 2025

Whether you’re looking to reduce the impact of unexpected issues with AI-powered anomaly detection or improve agent performance for higher customer satisfaction with modern QA, our latest updates are designed to help further transform your customer experience strategy. 

Already a customer? Click here to see the updates in action.

New to EdgeTier? Schedule your demo today to discover how these new features will revolutionise your support.