Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries
Spotlight Summaries is here! This new feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions
Anomaly summaries
27 January 2025
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.
You can see these summaries live now in the EdgeTier system. Please reach out to your Customer Success Manager if you have any questions about this update.
New to EdgeTier? Learn more about our Sonar feature here. It provides 24/7 monitoring of customer interactions and sends real-time alerts when issues arise. You’ll know who’s been affected and get all the details you need to fix the problem quickly—before it impacts the customer experience or grows into a bigger issue.
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Improve Tagging Accuracy with Group Filters
You can now apply filters to Tag Groups on the Configuration > Tags and Triggers screen. In short, tag group
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Agent QA Review Access
Agents can now log in to EdgeTier to view their agent QA reviews directly, creating a secure, personalised environment for
Customer-Focused Leaders Trust EdgeTier
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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."
Haley Abbott
Project Manager & Salesforce Program Manager
"The average response time for post-booking type emails is about five hours. Previously, it was over 24 hours."
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