Assist Expand Enhanced Account Summary surfacing issue patterns, agent insights and high impact cases Customer Sentiment Score replaced with ML driven Account Health Score
Assign Elevate ML Signals |
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Core Assign Add select Agents from Virtual Team or Organisation to Shifts Ability to filter individual agents using Virtual teams/organizations in Shifts page Configuration to hide Out of the Office calendar on the Agents Insights
Assist Expand ML Signals |
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- Machine Learning - Customer signals ontology settings now directly influence case score calculations.
- Machine Learning – Expansion, Renewal, and Churn Risk signals have been onboarded into the automation feedback loop and enhanced. These improvements were rolled out to customers earlier this month, independently of the 8.7 release.
- Virtual Queues have been added to the Agent Insights page.
- Introduced a way to hide Agent average sentiment scores on the Agent Insights page.
- On the KPI Metrics page, hover actions now include buttons to navigate to relevant Analytical pages and an icon to access the Settings page.
- Agent workspace pages can now be included in any custom role layout.
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- Dates and Dynamic filters moved to the right side of the screen
- Bucket cards in the carousel and their colors are updated
- Grouping and sorting complements are updated
- Case cards are updated and streamlined across all carousel buckets
Shift Page: - We updated the shift details panel to open upon clicking on the Shift bar to enhance usability and clarity.
- The panel displays key shift information and allows quick access to edit, delete, and duplicate actions.
- Shifts that are created overnight get the next day’s name in parentheses to clear the uncertainty
- The left panel was cleaned to remove redundant tooltips
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- Case Summary in Alerts
- Voice Case support for Zoom Transcripts
- Silent SSO/No Login experience for iFrame
- Agent Insights search page, Customer Insights search page and Account Hub search page refreshed layout
- New Signal - New Extension Signal in Commercial Category
- Signals Improvements: Enhanced Feature Request & Documentation Signal
- New Commercial Signal card added
Assist - Ability to link relevant knowledge sources to Case
- Improved draft response generation and tone change
Assign - Quickly edit Agent Skills from Agent Insights and Recommended agents
- Backup agent teams for assignment queues
- Agent hourly assignment and backlog limits
- Enhanced Account iFrame with Account Summary and Account Health contribution factors
- Account Hub experience for Virtual Accounts, Virtual Orgs and Merged Accounts
- Account-level Commercial signals (churn, renewal and expansion signals)
- Enhanced Account Summary
ElevateAgent Insights search page, Customer Insights search page and Account Hub search page refreshed layout
Improved draft response generation and tone change
New Signal - New Extension Signal in Commercial Category
Signals Improvements: Enhanced Feature Request & Documentation Signal
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- Assist
- Drive faster resolutions with Resolve Assist
- Generate accurate, context-aware replies with Response Assist
Changes/Updates
- Core SX
- Redesigned KPI Metrics Page
- Enhanced Frustration and Urgency Signals
- Expand
- Fine-tune Account Health Scores
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- Core SX
- Link for the SL Academy
- Customer Effort Score (CES) is now available within Core SX for Elevate customers.
- Elevate
- New SupportHub UI
- AutoQA for Voice
- Virtual Orgs and Teams
- Improved navigation between comments during reviews
- Text search within the case
- Account QA score trend within the case
- Comment sort & filtering options within the case
- Activity Log enhancements
Changes/Updates
- Core SX
- Virtual Team/Account creation is now possible with or without agents/accounts
- Filtering by individual vs. Virtual accounts on Top customers page
- UWF - sync back multi-value fields and all recipients, including CC/BCC
- Elevate
- Platform Migration
- Behavior filtering within SupportHub
- Expand
- Enhanced Account Hub Experience with improved health score trend line, case grouping, enriched case cards, and account notes
- Alerts to multiple CSMs or Account Managers involved in the case
- Assign
- Filters and reply options added to the Assignment Board
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- Major new features
- Agent Assist
- New Agent Experience powered with SupportLogic Insights and GenAI capabilities such as Case Summarization, Knowledge Copilot, and more
- Account Intelligence
- New Account Experience with next-gen Account Health Scoring model, Account-based Filtering, and more
- Core SX
- Support for Transcription of Voice Call Cases with out-of-the-box integration with NICE
- Salesforce Plugin and Widget library enriched with Knowledge Copilot widget powered by xFind
- Write-backs for Likely-to-escalate activity and more
- OAuth for MS Dynamics
- Changes/Updates
- Case Assignment Improvements
- Several features were added to the ICA module to help users with the expandability and validation of the manual and auto-assignment
- Core SX
- New User profile page
- Slack and email notification updates
- My agents and My customers page improvements
- Elevate SX
- Dashboard default Time Period
- Dashboard growth rate improvements
- ML new Commercial signal and Churn risk, Profanity, and Confusion signal improvements
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- Translations on case comments and in the response area
- New Salesforce plug-in & Widget Library
- Grammar support on the typed-in response
- Redaction of sensitive data
- Shift management enriched with filters and agents coverage %
- UWF individual signals write-back support added
Changes/Updates
- Filters added on the Top Customers page
- Rich text editor to help with text formation during the response
- Email templates updated with add-on case information and signal acknowledgment actions
- Slack templates are updated for case activity messages, sharing pages, and system notifications
- ICA: Virtual queue filters usability improvements and validation
- Agents Insights page added virtual teams/organizations of the agent
- Elevate Fixes - Annotations, Filters and Assignments
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- Global and Dynamic Filters on Customer Insights and My Customers pages
- Voice transcripts as an additional data source
- Acknowledge Signals directly in Slack
- Revamped Roles and Permissions mapping
- Account level custom fields in Alerts conditions
- Alerts Report in Engagement Metrics
- ElevateSX - Dashboard Discovery Workflows & new Scoring section for tickets
Changes/Updates
- OAuth for Service Now
- Agent availability directly from SFDC CRM (Omnichannel)
- Automated Case Assignment for ServiceNow, MS Dynamics and Freshworks
- Sorting inside Virtual Accounts, Teams and more
- Case Assignment updates
- ElevateSX - Major fixes and enhancements
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- Save cases for later
- Assignment board updates
- OAuth for Jira
Changes/Updates
- Escalation Metrics charts and CSV updates
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- New UI for Assignment Queues
- New Virtual queue creation flow
- Business rules for case assignment
- Redesigned flow for Assignment board
- Expanded actions on Assignment board
- Alerting Account Owners and using Account fields
- Acknowledging Escalation Requests
- Mapping user roles from CRM
Changes/Updates
- Using filters for Keyword alerts
- Signal detection from case subjects
- Numerous ML improvements to case assignment
- ElevateSX - Setup recurring assignments
- ElevateSX - Text Annotations
- ElevateSX - Responder filter for assignments
- Ability to setup OOO for multiple agents
- Adding UUIDs to Customers and Agents search
- Improvements to multiple signal detection
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- Regex support in Alerts
- Various improvements to Case Assignment
- Adding UUID to Customer accounts
- Alerts for Chats
- Real-time updates of custom fields
Changes/Updates
- Additional engagement reports for escalation reviews
- Improvements to Fast Response and Lack of Progress Signal Detection
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- Multi-value custom fields
- Customizable links in all Alert notifications
- New Backlog charts
- Expanded Scope filters when setting up Profiles
Changes/Updates
- Enhanced Escalations Predictions leveraging Agents metadata
- Agent shift Assignment directly from Agent Insights page
- Case Assignment: Performance Improvements
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- Chat as a data source
- Updated logic for determining Agent Active Hours
- Updating time overlap calculation and visualization in Agent recommendations
- Ability to create a Virtual queue from a CRM queue
- Assignment Board - Combined filters of CRM and Virtual queues
- Console page - ability to filter by Virtual queues and/or CRM queues under New Cases
Changes/Updates
- Improved detection of Frustration and Call Request signal
- Improved page loading times on Assignment board and Recommendation panel
- Elevate SX - Review Date and Scores within Dashboard Tables
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- Escalation Reviews directly in Slack
- Using Scores (Sentiment, Need Attention) in Global filters
- ElevateSX - Downloadable Reports
- Likely-to-escalate cards updated on Console, Agent Insights, and Customer Insights
- Case Assignment board - the ability to filter by Virtual queues and/or CRM queues
Changes/Updates
- Improved detection of the Urgency signal
- Warning when custom fields are removed from Settings
- Identifying missing hours in Agent Shifts
- ElevateSX - AutoQA tags
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- New method for computing the Sentiment score and Needs Attention score
- Alerts on Keywords
- More Escalation Value charts and tables
- Filters alignment across several pages
- Automated retraining of ML models for Escalation prediction
Changes/Updates
- Improved detection of Churn Risk and Follow-up signals
- Agent recommendation panel improvements - better time overlap visualization
- Improved score aggregation
- More factors added to the Escalation Review Agent Insights section
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- Escalation trend line and bar charts to determine value and ROI
- Shareable links from Customer sections
- Agent recommendation panel redesign
- AgentSX - Sentiment detection from Call transcripts and Translated comments
- AgentSX - Call recordings in Case Summarization
Changes/Updates
- Case Resolution Time customization
- Assignment events shown on the timeline and highlights
- Agent OOO scheduling improvements
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- Intelligent case prioritization for all agents
- Case Summarization powered by GenAI in Agent SX
- Composite QA Scores in Elevate SX
Changes
- Alerts to Case Owners in MS Teams
- Exporting completed evaluations
- Viewing and exporting Engineering issues
- Case fields are displayed alphabetically
- Improved search insights in ElevateSX
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- Generative AI-powered Response Assist
- Generative AI-powered Translation Assist
- Collaboration and escalation review actions on SupportHub
- Improved coaching & feedback loop for evaluations and disputes
Changes
- New Escalations card on the Console page
- Clarity on how we predict cases as likely to escalate
- Improvements to the Auto QA Review dashboard
- Improved visibility in agent insights for Escalation Review
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- Integration with Gainsight
- JIRA Integration
- Auditable roles and disputes
- Assignment management
- Assignment information
Custom Labels
Rich text editor
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- New Nav Menu changes
- Gainsight integration
- Elevate SX updates:
- Auditable Roles & Users
- Selecting Responders to review
- Different scores for different agents
- Agent SX updates:
- AI-powered case ranking
- Chatter integration
- Infra and ML updates
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- Spring Cleaning across products
- Escalation Review Updates
- Case Assignment updates
- Signal Detection Improvements
- Agent SX feature
- Support Whisperer Cafe
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- Escalations Reviews
- Help Center
- Virtual Queues
- Introducing Elevate SX
- Introducing Agent SX
- Defaulting to the latest SupportHub
- Saleforce connector app now supports Permissions Sets
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- Escalations alerts are now actionable
- 100% Auto-QA for Chat, E-mail, and Voice
- Live on Salesforce AppExchange
- Leverage unused Google Cloud credits
- Significant improvements to signal detection engine
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- Filtering Acknowledged sentiments on Console
- Smart filtering of Signals
- Huge improvements to sentiment signal detection
- ML improvements for Intelligent Case Assignment
- New permissions for Virtual Teams and Virtual Accounts
- Bringing order to custom fields
- Managing Users now sorted out
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- Perform reviews and provide feedback all on a single page
- View a refreshed case recommendation board
- Gather stats on completed reviews
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Release Notes - 5.4 - August 2022
We’ve been hard at work designing and crafting the ideal experience for creating and managing agent shifts. With this new capability, you can create assignments and working hours shifts and assign teams of agents to shifts. Additional capabilities include highlighting staff coverages, identifying gaps in shifts, customizing shifts to include breaks, and more.
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