Release Notes - 5.4.3 - September 2022

Modified on Mon, 19 Dec 2022 at 01:13 PM

Features in this release:  
New Help Center | Agent Coaching | Attention Score


5.4.3 September 2022


Happy September!! With this week’s release, we are pleased to announce the new SupportLogic Help Center for product documentation, tutorials, videos, and more. Learn more about it below.

Additionally, we have several changes to the Agent Coaching and Evaluation feature. For a quick refresher on this feature, please check out our release announcement from this summer.

With this release, you can:

  • Perform reviews and provide feedback all on a single page
  • View a refreshed case recommendation board
  • Gather stats on completed reviews


Interested in this module? Contact support@supportlogic.io for more information. As always, we’d love to hear from you if you have any questions or comments. Please drop us a note at hello@supportlogic.io 

The SupportLogic Team

 TABLE OF CONTENTS



Announcing the new SupportLogic Help Center 

The SupportLogic Help Center is our new support portal, where you can access product documentation, tutorial videos, and solutions guides that will walk you through addressing common problems using SupportLogic, and help you become a master of every feature in the product.

This is the first step of a multi-stage program to ensure that you get every ounce of value out of your SupportLogic deployment! Stay tuned for more awesome updates as we continue to improve the Help Center.

You may have already received an invitation link to register for the Help Center, but you can also register manually by clicking here.

If you encounter any problems, please feel free to contact your CSM for assistance.



Agent Coaching Single Page Review

Quick review, score and provide feedback on a case

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.


 


Agent Coaching Recommendation Board

Updated case review dashboard

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

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.


Refining the Attention Score Scale

We have refined the attention score spectrum to 4 buckets, helping you to quickly hone in and focus on cases that matter the most. Our scale now also has helpful cues that nudge the user into taking action.




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