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
See the ‘Why’ Behind Every Resolution Status
EdgeTier's AI assigns a resolution status to every interaction , and now you can see exactly why.
What’s new
When you hover over the resolution status on an interaction, a tooltip appears explaining the logic behind the value assigned. Instead of seeing a result without context, you now get a clear explanation of why the AI determined an interaction was resolved or unresolved.
This gives contact centre managers and agents the transparency they need to understand, report on, and act on resolution data with confidence.
Where to find it
- Open any interaction in EdgeTier
- In the interaction modal, locate the Resolution Status field
- Hover over the value, the tooltip appears inline
No settings or permissions required. The tooltip is available to all users who can view interaction details.
What this looks like in practice
- A manager reviewing unresolved interactions can hover over the resolution status to understand the specific reason the AI flagged the interaction. They get an instant understanding of the customers complaint, and the steps the agent did or did not take to resolve it.
- An agent following up on a case can quickly check the resolution rationale without needing to re-read the full transcript.
- A team lead building a report on unresolved contacts can use the tooltip to verify the AI’s reasoning before including interactions in their analysis.
If you have questions or concerns, please reach out to your customer success contact.
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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,
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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
Quentin Bottner
Head of Continuous Improvement
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
Robert Davies
Consultant
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
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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