Release Notes - June 2025 - Elevate new Dashboard UI, Draft KB article creation, enhanced Account Summary, Account Health Score and improved signals

We are pleased to announce the updates for June 2025. 

Assist

• Draft Knowledge Article generation based on case summary

Expand

• Enhanced Account Summary surfacing issue patterns, agent insights and high impact cases

• Customer Sentiment Score replaced with ML driven Account Health Score

Assign

• Bulk edit Agent Skills and capacity limits

Elevate

• All new Dashboard page for Elevate

• Coaching enhancements

ML Signals

• 2 signals improved and onboarded on feedback loop automation

Thanks,

SupportLogic Team

Draft Knowledge Article generation based on case summary 

Support Engineers will be able to generate a draft knowledge article for a case that is closed or solution proposed leveraging the case summary insights such as problem, actions taken and solution provided. Users can edit the generated draft article and add their troubleshooting insights before publishing the draft knowledge article for publishing. Once published, the SupportLogic generated draft knowledge article will be made available in Snowflake for customers to extract and integrate with their Knowledge Management system.

Enhanced Account Summary surfacing issue patterns, agent insights and high impact cases

The overall patterns and trends has been enhanced to include [1] Outliers and Trends along with issue, product and keyword patterns [2] Enhanced Agents Insights such as skills mis-match, time overlap issues, overload and [3] Issue Type Insight based case summary.

Besides the enriched summary, Account Managers and Support Managers can get a quick insight about the Case by hovering over a Case number or by clicking on the Case count. 

Customer Sentiment Score replaced with ML driven Account Health Score

The legacy Customer Sentiment Score will be replaced with ML driven Account Health Score. All the application pages and workflows will consistently surface the Account Health Score aka AHS. 

Bulk edit Agent Skills and capacity limits

• Added support to bulk edit three agent related settings:

  • Active backlog limits

  • Hourly assignment limits

  • Skills

• The user will find those actions on the Agent Insights page, under the Create button on the top right corner
  

• Similarly to the previously available Out of the Office setting, the new settings will allow to select list of skills or limit numbers and apply them to more than one agent. Individual agents as well as Virtual teams and Organizations are available:
  
  

Dashboard page gets a fresh new UI

As promised with the recent Case Details page revamp, we’re excited to unveil the newly redesigned Dashboard page. The dashboard is more than just a landing page — it's the central hub for all things QA metrics. With this update, we've introduced a clean, modern UI that aligns with the new SL-wide design language, along with powerful UX improvements including enhanced charts and intuitive filters.

Want to dive right in? This document walks you through the new Dashboard — what’s new, what’s improved, and what’s stayed the same — to help you get started quickly. Within the same document you will find links to the other versions of the new Dashboard page.

Coaching enhancements

We’ve cleared out a lot of the clutter that was previously present within your Inbox and Outbox pages. Now, only see entries with real, tangible feedback that is left for each case. If there’s an audit without any feedback? Well, you’ll still get an email and it will be listed within Dashboards etc, but you will no longer see an entry in your Coaching pages for the same.

• New signals improved and onboarded on feedback loop automation

  • Impatience and Lack of Progress signals were updated, onboarded into the automation feedback loop, and released to all customers on June 9.

  • Impatience signal precision: 0.976 and recall: 0.912

  • Lack of Progress signal precision: 0.976 and recall: 0.569