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Release Notes - October 2023
Changes/Updates
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| Release Notes - September 2023 What's new in this release: Major new features
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| Release Notes - August 2023 What's new in this release
Changes
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| Release Notes - July 2023 What's new in this release Major new features
Changes
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| Release Notes - June 2023 What's new in this release
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| Release Notes - May 2023 What's new in this release
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| Release Notes - April 2023 What's new in this release?
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| Release Notes - March 2023 What's new in this release?
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| Release Notes - February 2023 What's new in this release?
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| Release Notes - 5.4.7 - November 2022 What's new in this release?
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| Release Notes - 5.4.3 - September 2022 What's new in this release?
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Release Notes - 5.4 - August 2022What's new in this release?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. |
See older Release Notes here.
Release Notes by Product
Agent SX Production Release Notes
Agent SX Production Release Notes AgentSX Updates - May 2023
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| Introducing Agent SX - March 2023 Agent SX is our other new product focused on supercharging agent productivity. Here are some recent additions to Agent SX: Automated Agent Workflows: Increase your agent's effectiveness with AI-assisted backlog management, smart reminders, and integrated productivity tools that power up your Salesforce Service Cloud experience. Grammarly and Loom integrations: Help agents get better at helping customers, thanks to the built-in integrations with Grammarly, Loom, and Voice transcription. Backlog customizations: Ability to sort backlog and unassigned cases by case fields, edit custom numeric fields, and more. To learn more, try Agent SX today. | |
Elevate SX Updates | |
It’s been an action-packed last two months, and as promised, we’re here with some exciting news to share.
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| Single Page Review: Quickly review, score, and provide feedback on a case - Release Notes - 5.4.3 - September 2022 The new review workflow puts the rubric right next to the case comments, allowing for quick and easy case scoring. Quickly highlight sections of text and tie them directly to a review category making providing agent coaching quick and easy. Recommendation Board: Updated case review dashboard - Release Notes - 5.4.3 - September 2022 Improved workflow to help quickly move cases through the review process. See at a glance our color scheme, which cases need attention, and browse recently reviewed. Agent Coaching: Completed Reviews - Release Notes - 5.4.3 - September 2022 Quickly see who on the team has completed reviews, who needs to be done, and the scores for your agents. Enabling a quick overview of the review for the team. |
Escalations - Predict and Prevent
Escalation Reviews - the New Workflow To make it intuitive, the review panel will show the key insights for the prediction and all the recommended actions you can take to prevent the case from escalating. All actions will be logged and displayed on the timeline for future audits. Once you take all the necessary actions, you can complete the review and remove the case from the list, it’s that easy. There’s much more to this flow than what these images can convey, so we have a video walkthrough to explain this in more detail. |
Escalation alerts are now actionable - Release Notes - February 2023When you receive an escalation alert, you can now acknowledge it directly from the email. All acknowledgments are tracked, and you can view a report in the user engagement dashboards. This is rolling out for email alerts first, with Slack and follow soon. |
| Escalations grouped by customer - Release Notes - 4.13 December 2021 See all escalations related to a customer The Escalations list that shows you all the escalations grouped by customer, has been updated to better align with how you told us you are using this view. Cases in any escalation-related state (Likely to Escalate, Escalation Requested, Escalated, Previously Predicted) are all listed in a single table, making it easy to identify all cases from an account that need your attention. Add additional case attributes, re-arrange the columns and sort by any column in the table. |
| All Escalation states now on Console page - Release Notes - 4.13 December 2021 Click on the Escalations tile in Console to view all four escalation-related states of a case. This helps you monitor recent cases that are Likely-to-Escalate, have Escalation Requests, Active Escalations and cases that were previously predicted as potential escalations from one convenient location. |
| Escalations Workflow Redesign - Release Notes - 4.12 October 2021 The escalations workflow has been significantly enhanced to align with the way many of you are already using the product. The most important change is that with this release, when you take action on a case that has been predicted to escalate, it will be removed from that queue. So as a manager that is tracking escalations, your goal is to regularly go through that queue and take the appropriate next step. You can take action on the case either from the Console page, the Escalations page OR the Case Details page (more on that below) – all of which will result in the case being cleared from the “Likely to Escalate” queue on the Escalations page. Here are the actions you can take:
Each case card has been updated to give you the key information that you need to review a case. We only show you the top factors contributing to an escalation prediction rather than all of them, and we have also provided you with some details on what each factor means. Finally, the case queues have been consolidated – the Recent Escalations and Active Escalations have been merged, and the page no longer shows Resolved cases. |
Case Assignment - ICA
Customers with access to the Intelligent Case Assignment module can now create Shifts directly in SupportLogic. Interested in this module? Contact support@supportlogic.io for more information.
Case Assignment updates
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ML improvements for Intelligent Case Assignment - Release Notes - 5.4.8-5.5.0 - December 2022Our Intelligent Case Assignment product just got some significant updates to its various machine learning models, resulting in more accurate relevant agent recommendations. The following models were updated in this release:
We updated the Agent-Customer History model used to steer cases to engineers with a ‘good’ history with the customer for a case. This model was rewritten from the ground up for improved relevance.
* Improved ability to customize the model to a customer’s data and/or desired future behavior, in general * Removal of underlying factors that made scores less interpretable * Greater degree of model customization specific to how case Priority is considered by the Availability algorithm * Greater degree of model customization specific to how case Status is considered by the Availability algorithm |
| Establish consistent Assignment and Working Hours for teams - Release Notes - 5.4 - August 2022 Create a standardized, recurring shift model that can be used by all your teams. Customize each Shift with specific Assignment Hours (when Cases can be assigned to Agents) and Working Hours (when Agents are usually working). |
| Customize each Shift to specific schedules - Release Notes - 5.4 - August 2022 Shifts can be customized to suit your organization’s unique needs. This includes the ability to choose non-standard assignment hours or provide gaps in a day and specifying the recurrence of each shift. |
| Assign from Agent Insights - Release Notes - 5.4 - August 2022 You can also assign agents to shifts directly from their agent insights page. This allows for greater flexibility and ease of use by letting you pick from any Shift created already or allowing you to create a new shift and assign that agent directly. |
| At-a-glance insights to help manage coverage - Release Notes - 5.4 - August 2022 Use the handy calendar view and the helpful cues provided to quickly identify gaps in assignment hours and create shifts instantly to address them. You will also appreciate the thoughtful staffing coverage indicator for every shift, making it easy to manage agents’ schedules and make changes accordingly. |
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