Agent QA Review Access
Agents can now log in to EdgeTier to view their agent QA reviews directly, creating a secure, personalised environment for
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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Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the
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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,
Customer-Focused Leaders Trust EdgeTier
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."
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."
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