Release Notes - Feb 2023

Modified on Wed, 08 Mar 2023 at 11:00 AM

Features in these Releases:  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 

February 2023

Happy Tuesday!!
Did you know that the 2nd Tuesday of every month is Patch Tuesday?
We're making the 1st Tuesday of every month Delightful Tuesday for New Release updates. Below is all the goodness rolling out to you.
As always, let us know your thoughts at

The SupportLogic Team

Escalation alerts are now actionable

When 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 MS Teams to follow soon.

100% Auto-QA for Chat, E-mail, and Voice

We are excited to announce that we acquired Emtropy Labs. Now you can drive consistent and objective coaching in real time and Auto-QA 100% of your customer interactions, including chat, email and voice.  Contact us for a demo.

Live on Salesforce AppExchange

The SupportLogic connector app is now App Exchange certified!
You can install and manage the SupportLogic Connector app from the App Exchange directly, and sync back any changes made in SupportLogic with your Salesforce instance, including case edits, case ownership changes, case comments, annotations and more.
The listing page.

Speaking of App Stores, connectors are also available on the Zendesk and Freshworks marketplaces.

Leverage unused Google Cloud credits

We are also available on the Google Cloud Marketplace. You can now sign up for SupportLogic SX through Google Cloud, and use your existing Cloud credits, putting them to good use.
Talk to your sales rep to learn more.

Significant improvements to the signal detection engine

Our ML team, energized by the strong reception to last month's work, have released more jaw-dropping updates. The numbers are in, and here are the winners:

  • Urgency – 1,300% increase in Urgency signals detected, indicating an urgent need from your customers, that needs immediate attention. This also correlates to a spike in attention score.

  • Production Issue – 645% increase in Production Issue signals detected, as well as 80% increased accuracy. This signal indicates any issue adversely affecting your customer's production environment significantly.

  • Critical Issue – 283% increase in Critical Issue signals detected, and a 87% increase in accuracy. This signal is detected when your customer has a critical issue requiring more attention.

  • Follow-up Request – 620% increase in number of Follow-up Requests detected. This is flagged when your customer has requested a follow-up on the case. This affects Sentiment score negatively, since it indicates your customer is unsatisfied with the support response time.

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