Features in this release:
5.4. August 2022
SupportLogic proudly announces the availability of a new feature with this release – Agent Shifts.
Customers with access to the Intelligent Case Assignment module can now create Shifts directly in SupportLogic. Interested in this module? Contact firstname.lastname@example.org for more information.
We’ve been hard at work designing and crafting the ideal experience for creating and managing agent shifts. With this new capability, you can create assignments and working hours shifts and assign teams of agents to shifts. Additional capabilities include highlighting staff coverages, identifying gaps in shifts, customizing shifts to include breaks, and more.
As always, we’d love to hear from you if you have any questions or comments. Please drop us a note at email@example.com.
The SupportLogic Team
Define and Create your Agent Shifts
Establish consistent Assignments and working hours for teams
Create a standardized, recurring shift model that can be used by all your teams. Customize each Shift with specific Assignment Hours (when Cases can be assigned to Agents) and Working Hours (when Agents are usually working).
Set Up Specific Time Slots and Recurrence Shifts
- Customize each shift to specific schedules
Shifts can be customized to suit your organization’s unique needs. This includes the ability to choose non-standard assignment hours or provide gaps in a day, as well as specifying the recurrence of each shift.
- Assign agents to shifts effortlessly
Quickly and easily assign agents to Shifts. You can also choose from virtual teams of agents and assign all agents of a team or specific agents within a team. We also indicate the number of Shifts the agent is already on.
Identify Gaps and Staffing Coverages Instantly
At-a-glance insights to help manage coverage
Use the handy calendar view and the helpful cues provided to quickly identify gaps in assignment hours and create shifts instantly to address them. You will also appreciate the thoughtful staffing coverage indicator for every shift, making it easy to manage agents’ schedules and make changes accordingly.