Release Notes - December 2024
New Features
Assist Drive faster resolutions with Resolve Assist Generate accurate, context-aware replies with Response Assist
Changes/Updates
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Release Notes - November 2024 What's new in this release?
New Features Core SX 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 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
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Release Notes - August 2024- 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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Major new features
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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What's new in this release?
Major new features
- 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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Release Notes - March 2024
Whats new in this release?
Major new features Save cases for later Assignment board updates OAuth for Jira
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Release Notes - February 2024 What's New in this release:
Major new featuresNew 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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What's New in this release:
Major new featuresRegex support in Alerts Various improvements to Case Assignment Adding UUID to Customer accounts Alerts for Chats Real-time updates of custom fields
Changes/Updates
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Major new features 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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Major new features- 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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What's new in this release:
Major new features
- 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 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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What's new in this release:
Major new features 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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Major new features
- 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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Major new features- 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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What's new in this release- 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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What's new in this release?- 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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What's new in this release?- 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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What's new in this release?
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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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What'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. |
