Release Notes - November 2023

November 2023 - Agent Active Hours calculation, Time Overlap visualization, Virtual Queue creation updates, and more.

Intro

Happy November!!

Before launching into this new release, please ensure you have signed up for our upcoming Roadmap Presentation session, to be held on November 16 at 10am PT. 

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

Thanks
The SupportLogic Team

New Features

Chat as a data source

• We now support Chat connected to Cases as an additional data source, and will detect and show sentiments from Chat conversations along with Case details, directly in SupportHub

• Case Scores will also be influenced based on sentiments detected in Chat transcripts

• Filtering cases based on the source (Chat, Web) is available across the following pages: Console, Text Analytics, Customer Insights, Agent Insights

• Cases containing Chat messages will have a prominent icon to make it easy for visual identification

• The entire chat conversation will be shown as one comment, with clear identification between the agent and the customer

Chat as a data source

Updated logic for computing Agent Active Hours

• Agent Active Hours is shown in various places across the product to help users determine when their agents are actively working, and more commonly used when assigning cases manually

• We are revising how we calculate and display Agent Active Hours throughout the product, in the following hierarchy. All options will exclude any OOO events associated with the agent.

  • If Shifts have been created and Agents assigned to shifts, then their Active Hours are defined as the Working Hours in the Shifts

  • If Working Hours are not specified, then Active Hours are derived from the Assignment Hours

  • If the Agent is part of multiple Shifts, we will use all the Shift definitions to compute Active Hours

  • If Agents don’t have any Shifts assigned, then Active Hours will be our Predicted Active hours

    
    Agent Active Hours
    
    
    

Updating time overlap calculation and visualization in Agent recommendations

• Time overlap calculation will now check for the overlap between the agent and the reporter, for the next 24 business hours

• The card will clearly show the overlapping hours between the agent’s computed active hours and the reporter’s predicted active hours

• It will also support gaps in working hours, as well as account for OOO or weekends

  
  Time Overlap
  
  
  

Creating Virtual Queues from CRM queues

• A long awaited feature is here, you can now create Virtual Queues starting from a CRM queue!!

• Now, you don’t have to recreate a queue in our system from scratch, if it is very similar to an existing CRM queue. Simply use the CRM queue as the starting point, and customize it further with the help of additional filters such as Case fields or Customers. You can also use multiple CRM queues as the starting point for a powerful customized Virtual Queue.

  
  Virtual Queues using CRM Queue
  
   
  

Assignment Board - Combined filters of Active Hours, CRM and Virtual queues

• Viewing Agent Recommendations based on multiple combinations is now possible, thanks to the streamlined user flow

• When evaluating recommendations, it’s possible to choose from their active hours (assignment or working), as well as agents assigned to specific CRM queues or Virtual queues

• The filters chosen will determine which agents are picked for evaluation and recommendation

  
  Agent Recommendation - Multiple choice in Filters
  
  
  

Console - New Cases card - filtering using virtual queues and/or CRM queues

• The ability to filter new cases using a combination of Virtual queues and CRM queues is now also available on the Console page under the New Cases card

  
  Console - New Cases - Filters
  
  
  

Changes/Updates

Improved detection of Frustration and Call Request signal

• Continuing on our ongoing mission to improve signal detection, this release brings forth significant changes to the following signals:

  • Frustration signal: 19% increase in precision, 16% increase in recall, doubled the number of detected signals compared to earlier model 

  • Call Request signal: 15% increase in precision, 53% increase in recall, 34% improvement in number of detected signals compared to previous model
    
    

Improved page loading times on Assignment board and Recommendation panel

• 40% faster page load times on average for Case Assignment board and Agent Recommendation panel, thanks to architectural changes

Elevate SX - Review Date and Scores within Dashboard Tables

• To help gather quick insights on reviewed cases, we have added both the Review Date, as well as the Scores from Manual and Auto QA to the Dashboard Table.

• This, along with the other pertinent info like Case open date, Reviewer name, Replies; will help give a more holistic view of recently reviewed cases.

Elevate SX - Dashboard table updates