(Very) Limited Preview. Contact us for a personalized demo.

= Edge

Customer Insights

Frustrated Customers money_off Missed Upsell Opportunities trending_down Lowest Sentiment Calls

Notifications New notifications

=

CX Dashboard

Home Contact Preview

Limited Preview

Dashboard access is for onboarded users.
Contact us to join.

Dashboard

Note

Dashboard looks best on bigger screens.

Review Calls

Listen in on the most relevant calls for the week to get a pulse on your operations.

Frustrated Customers at Risk

Highest frustration scores with summaries for QA follow-up.

Nina T.
›
Resolved
No response from financing after multiple emails; created ticket and provided callback window.

Call ID

C-1297

Duration

335s

Sentiment

86.0/100

Recommended action

Set SLA for financing responses; add status auto-replies.

Call Recording
Omar E.
›
Escalated
Assessment page crashes on submit; captured error and escalated to engineering.

Call ID

C-1308

Duration

298s

Sentiment

83.0/100

Recommended action

Hotfix assessment submission; add fallback form.

Call Recording
Jade W.
›
Escalated
Payment posted, but dashboard entitlement stuck on Trial; transferred to billing.

Call ID

C-1272

Duration

276s

Sentiment

81.0/100

Recommended action

Add webhook retry for failed entitlement syncs.

Call Recording
Tom C.
›
Resolved
Conflicting program durations across documents; clarified correct value and filed doc fix.

Call ID

C-1269

Duration

262s

Sentiment

79.0/100

Recommended action

Unify program duration across docs; add content owner.

Call Recording

Confused Callers

Improve documentation around these topics.

Alex R.
›
Escalated
2025-08-03T14:22:10Z

Applied last week; cannot find the assessment link.

Call ID

C-1301

Duration

312s

Sentiment

n/a

Transcript excerpt

“I applied last week but can't find the assessment link.”

Call Recording
Priya S.
›
Escalated
2025-08-05T08:05:44Z

Enrolled in DS but onboarding email says Frontend; needs correction.

Call ID

C-1294

Duration

284s

Sentiment

n/a

Transcript excerpt

“I signed up for DS but the email says Frontend.”

Call Recording
Chen L.
›
Resolved
2025-08-02T18:10:47Z

Needs location to upload project for review.

Call ID

C-1267

Duration

238s

Sentiment

n/a

Transcript excerpt

“Where do I upload my project for review?”

Call Recording
Sara K.
›
Escalated
2025-08-03T11:40:13Z

Cannot log in due to missing 2FA code delivery.

Call ID

C-1279

Duration

229s

Sentiment

n/a

Transcript excerpt

“I can't log in; it keeps asking for a code I never get.”

Call Recording

Missed Upsell Opportunities

Review calls where we could have pushed premium offerings.

Victor R.
›
Abandoned
Premium upgrade

Customer asked for discounted annual plan; agent never offered loyalty tier.

Call ID

C-2210

Duration

n/a

Sentiment

n/a

Next step

Prep discount scripts for premium plan upsell.

Call Recording
Lena W.
›
Abandoned
Add-on analytics

Interested in analytics add-on but agent only sent generic FAQ.

Call ID

C-2214

Duration

n/a

Sentiment

n/a

Next step

Send tailored ROI deck and follow up tomorrow.

Call Recording

Missed Negotiation Cues

Prioritize for retention coaching.

Omar T.
›
Abandoned
Retention credit

Caller mentioned competitor pricing; agent escalated instead of offering credit.

Call ID

C-2218

Duration

n/a

Sentiment

n/a

Next step

Coach agent on negotiation threshold.

Call Recording
Rachel K.
›
Abandoned
Bulk account

Corporate trial wanted volume pricing but call ended without counter offer.

Call ID

C-2221

Duration

n/a

Sentiment

n/a

Next step

Schedule negotiation review; send tailored quote.

Call Recording

Lowest Sentiment Calls

Flagged for immediate coaching review.

Stacy P.
›
Escalated
Refund loop · 2025-08-06 14:18

Caller threatened to cancel after being kept on hold and re-routed twice.

Call ID

C-2189

Duration

08:44

Sentiment

42/100

Call Recording
Andre L.
›
Escalated
Shipping delay · 2025-08-06 16:02

Agent escalated but never followed up; customer asked for supervisor.

Call ID

C-2193

Duration

05:22

Sentiment

48/100

Call Recording
Dana S.
›
Escalated
Account lockout · 2025-08-07 10:41

Multiple authentication failures triggered frustration; needs coaching.

Call ID

C-2201

Duration

07:05

Sentiment

50/100

Call Recording

Edge

Frontier CX for Voice AI

Color Bar

Ask Edge

Connect Edge via MCP

Connect Edge to ChatGPT or the Claude app with MCP.

You can ask about all the analytics, give it access to your transcripts, and reason about how to improve your agent prompt.

Settings

Voice AI Configuration

Enter your Voice AI provider's API key and we'll connect to it automatically.

Voice AI Provider

smart_toy

API Key

key