Release Notes - February 2024

February 2024 - New flow for Case Assignment, Business rules support, Alerts to Account Owners, and more.

Intro

Happy Feb!! We have a packed release this month. 

We delivered so many new updates for Case Assignment that it warranted a special dedicated webinar. You can register and watch the ICA New features Office Hours session recording here. 

We also hosted our Quarterly Roadmap Presentation session recently. If you want to review what we shipped in Q3 and what we plan to ship in Q1 this year, please register and watch the webinar on-demand.

Finally, we just announced a new contest to see how low your org can go towards reducing negative sentiments detected in tickets. You can learn more and register here.

Major new features

• New UI for Assignment Queues

• New Virtual queue creation flow

• Business rules for case assignment

• Redesigned flow for Assignment Board

• Expanded actions on the 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

Thanks
The SupportLogic Team

New Features

• New UI for Assignment Queues

  • Assignment queues have been completely revamped, starting with separate tabs for CRM queues and Virtual queues.

  • The ability to search and find queues, as well as pagination has been added to both tabs. 

  • The default view for CRM and Virtual queues will be collapsed and more compact, especially if the Virtual queue was created with a lot of filter conditions.

  • Adding an existing CRM queue is now a deliberate action, and we make it easy to add multiple queues, instead of automatically adding all the detected queues which may not be required.

  • It’s now possible to clone a virtual queue and modify it to create a slightly different variant. No need to create a nearly identical queue from scratch.

  • CRM and Virtual queues will support auto assignment, as well as all the new business rules we provide at the individual queue level.

New Virtual queue creation flow

• A brand new guided flow for virtual queue creation is now live. 

• This flow will walk users through the process of creating a highly customized virtual queue, that includes: naming the queue, choosing a CRM queue as the starting point, choosing additional case fields to further filter and refine the cases; and finally also filtering for specific customers, if needed. All fields are optional but the more refined and nuanced you set the queue up, the easier it becomes to have that queue contain only the cases you want it to have.

• Supported filter conditions at all stages include - AND / OR / EXCLUDE; as well as the ability to selectively apply these conditions by use of brackets.

Business rules for case assignment

• We are launching the ability to specify rules for assignment at each queue level. Supported options include:

  • When to use this queue: Specifying whether to Always use this queue and assign, or Never use this queue. The Never options is helpful when you don’t want certain cases to ever get assigned via SupportLogic.

  • Round Robin: How should agents be picked - whether to use our recommendation, or use a Round Robin method which will cycle through the agents assigned to the queue, based on their workload.

  • Maximum cases per agent a day: How many new cases should an agent get per day. Once we exceed that number, we will not assign any more cases to that agent in that 24-hr time period.

  • Evaluation of agent availability: Should we look at their assignment hours or their working hours when assigning cases.

  • Exclude agents with low availability: Should we continue assigning cases even if the agent has a high backlog, resulting in low bandwidth.

Redesigned flow for Assignment Board

• The Assignment board page has also been transformed into a cleaner UI.

• The case cards are neater and convey more information now, and support the ability to view cases from multiple queues (both CRM and Virtual) as well as additional filter criteria.

• The 2nd tab is now called ‘Recently Assigned’ and shows all the applicable cases assigned in the last 3 days, as well as supporting the option to sort by assigned time.

• Finally, the right side panel that shows the unassigned case will now include the top 3 agent recommendations by default, instead of prompting a manual trigger of the assignment dialog. More actions on the assignment board are covered in the point below.

Expanded actions on the Assignment Board

• More actions have been added to the Assignment board apart from assigning cases to the recommended agent.

• The default behavior will still show the top 3 agents alone, and hovering over the recommended factors will show more details about each of the scores.

• It’s also possible to view more agents that belong to either this queue or other queues, as well as manually search for agents.

• Before assigning the case to an agent, it’s now possible to add a note and give any additional context as needed, that will help the agent or anyone else viewing the case.

• Other actions have been added to this page, including the ability to add a customer note, contact the case owner, share the case with other users, view the case assignment history, or view the case full screen. 

• When opting to view the case full-screen, all other actions including leaving an internal note, adding a reply, adding a case annotation or changing any other field will be possible.

Alerting Account owners and using account fields

• We are now able to bring in additional fields from the Account object and use that in the product. A few places where this can be used is as part of the Alert payload, and inside the case details page.

• We are also adding a powerful functionality, which is the ability to alert the Account Owner, if that information is stored as part of the Account field and we are able to access and map it. This allows other people like the account manager to get notified automatically when there are cases from their customers that need attention.

Acknowledging Escalation Requests

• A much awaited feature is now live, Yes it’s now possible to Acknowledge Escalation Requests directly from the Escalations Kannan board.

• Cases that have been detected with the Escalation Request signal, once acknowledged, will move over to the Reviewed column. Opening up the case will also show who acknowledged the Escalation Request signal.

Mapping user roles from your CRM

• As part of our ongoing efforts to streamline and simplify user onboarding, we are now able to map profiles created in our product to specific CRM roles. That way, any user that belongs to a certain role in your CRM will automatically be mapped to the corresponding profile when they login to SupportLogic.

Changes/Updates

Using filters for Keyword alerts

• Keyword alerts can now be further refined using all available Case fields as filters, as well as Agent or Customer filters.

• This expands the usability of the Keyword alerts by making it possible to setup such alerts but refining it to specific case fields, and/or specific customers or agents.

Signal detection from case subjects

• We get it, sometimes the case subject itself is descriptive enough to trigger a sentiment detection. Now, that’s also handled as part of our routine detection. Cases will have the subject clearly shown on the timeline, as well as any identified sentiments be displayed prominently on the carousel.

Numerous ML improvements to case assignment

• The various ML models that are used to evaluate the recommended ratings of agents have all been updated with better heuristics and tweaks. They are as listed below:

  • Time Overlap: Expanded to cover a 24 hour period, and now excludes the weekend

  • Customer experience: Using average sentiment scores and escalation history for other cases between the agent and the customer, to determine a better rating.

  • Bandwidth: Clear indication of the Agent’s current backlog, broken by status and priority; as well as indicating the status and priority of this current unassigned case.

  • Penalty: If an agent was assigned a case recently, the penalty applied to that agent will be shown clearly, thereby helping the viewer make an informed decision and decide whether to assign another case to the same agent or not.

• New Agent evaluation updates - Increased baseline scores for new agents thereby making them eligible for more case recommendations.

• Improved Customer active hours calculation - Some backend improvements have been made to how we calculate the predicted customer active hours, that have resulted in improvements between 65 to 85% better results for most accounts.

ElevateSX - Setup recurring assignments

• Another much awaited feature is here, we now support the ability to setup recurring assignments for manual QA.

• With a few clicks, create unto a years' worth of assignments for your teams.

ElevateSX - Text Annotations

• Label and link comments to behaviours while auditing a case and eliminate all possible doubts around markdowns. 

• Not only does this improve the coaching and feedback loop with your agents, this also reduces number of Disputes raised, thereby saving your team even more time!

ElevateSX - Responder filter for assignments

• Customise your assignments by specifically including or excluding particular agents of your choice.

ESX - Responder Filter

Ability to setup OOO for multiple agents

• When setting up an Out-of-Office event, it’s now possible to setup a single event and add multiple agents to that event. This will help with quickly setting an entire team or a region OOO for any duration.

Adding UUIDs to Customers and Agents search

• We improved how UUIDs were rendered next to Customer objects, and also added UUIDs to Agents. Both can be used wherever Agents or Customers are used, eg: filters, alerts etc.

Improvements to detection of multiple signals

• Confusion signal detection improved by 46% overall, and showing a 20% precision and 16% recall increase.

• Helpful signal detection improved by 19% overall, and showing a 46% precision and 21% recall increase.

• Escalation Request signal detection improved by 14% overall, and showing a 32% precision and 14% recall increase.

• Impatience signal detection improved by 32% overall, and showing a 70% precision and 21% recall increase.