Agent QA Review Access

Leanne Sullivan

27 January 2025

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 can take ownership of their performance, use the feedback to improve, and continuously grow.

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.

These options make integrating Agent Login into your workflows easy, ensuring feedback is more accessible and impactful than ever before.

The Agent QA review access feature is now ready to use in the Coach module, To activate it for your organisation, just contact us at support@edgetier.com and we’ll enable it.

New to EdgeTier? Our agent reviews feature helps consolidate the entire QA process and connect the dots between your data, reviews, and reporting. It ties into our system’s advanced AI-monitoring abilities to take the guesswork out of evaluations, so you’re zoning-in on where agents need help. Here’s a closer look at how it works: You can read about our Agent Reviews feature in more detail here.

View all updates

Anomaly summaries
Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our
Read more
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the
Read more
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions,
Read more

Customer-Focused Leaders Trust EdgeTier

View All Case Studies

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."
Read Case Study
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
Read Case Study
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."
Read Case Study