Release Notes - 5.4 - August 2022

Modified on Wed, 16 Nov 2022 at 02:32 PM

Features in this release:  
Agent Shifts


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 support@supportlogic.io 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 hello@supportlogic.io. 

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.




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