Coaching without the digging: Question-level scoring across reviews
You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps
New Emotion: Customer Confusion š
We've enhanced our emotion and sentiment detection by adding a powerful new feature that identifies Customer Confusion in messages. This new emotion detection mode automatically flags messages where customers express confusion about products, processes, or solutions provided by agents, eliminating the need for manual tag setup.
In addition to Frustration, Gratitude, and Praise, our platform now detects Customer Confusion in messages, providing a powerful way to identify these problematic interactions without the need for manual tag setup.
With our new Confusion emotion detection model, we look for signals where customer messages indicate confusion about a product, process, or serviceāor when customers donāt understand the solutions offered by agents. Previously, customer service teams relied on manually defined phrase triggers to track confusion, which requires ongoing maintenance and often misses some nuance.
Our automated emotion detection replaces manual efforts by intelligently recognising language patterns that suggest confusion, such as:
- Explicit questions like “I’m not sure what you mean,” or “Can you explain this again?”
- Indirect uncertainty like “This doesnāt make sense to me,” or “I thought this worked differently.”
- Ambiguity indicators like “What happens if…?” or “Iām confused about how this works.”
Customer service teams then gain real-time visibility into unclear communication. This allows them to:
- Address patterns of agent miscommunication proactively.
- Identify areas where processes or products might confuse customers.
- Eliminate the need for manual tagging systems to find customer confusion.
Overall, this enhancement enables a clearer understanding of where customers struggle most in their interactions.
How to Find āConfusionā
Explore Screen Filters
Use the āConfusion > has confusionā filter on the Explore, ExploreTags, or Agents screens to find conversations where we have detected confusion.
Emotion Column on Interaction Search Results
Look for the new confusion icon in the Emotion column or filter results further using the Emotion dropdown.
Individual Messages within Interactions
The confusion icon will highlight messages flagged as confusing. Click the icon to manually apply or remove confusion from any message.
Sentiment Metrics Tab
A new column on the Sentiment tab on the Agents or Explore Tags screens includes confusion metrics so you can see the percentage of conversations with confusion detected broken down by tag group.
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Improved Agent Visibility & Filtering on Interactions
Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match,
- Read more
Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts
You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasnāt been any single point in our journey where EdgeTier has said no."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really werenāt because we had no real-time insights whatsoever into customer issues."
Quentin Bottner
Head of Continuous Improvement
"Weāre a big business, so getting the right people to agree and fix something hasnāt always been easy. Now weāve got one version of the truthāitās much easier to align and act"
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