Features in these Releases: Alerts | Zendesk | Agent Shifts | Edit Case Review | Case Details | New case view | Agent Coaching & Evalutation | Trends page. | Escalation cards | Intelligent Case Assignment | Share links on Operational metrics
5.4.7 November 2022
Alerts are one of the most powerful SupportLogic features, and with this release, we’ve introduced the concept of ‘Shared Alerts’ as permission at the user level.
With this permission enabled, your team members can now also select other people to receive notifications for alerts they create.
SupportLogic Data in Zendesk
SupportLogic Case Scores in Zendesk
Enhance your team’s experience in Zendesk by syncing Sentiment and Needs Scores back to the CRM. To enable this, please get in touch with the SupportLogic Customer team for the next steps.
Improvements to Agent Shifts
- View shifts in other timezones
Managers creating or updating shifts can now adjust their calendar view to see shift schedules in different time zones.
No more mental gymnastics trying to figure out what time zone you’re looking at!
- Distinguish shifts with colors
Visually distinguish between shifts by selecting a separate color for each one – you know we love colors here at SupportLogic!
- Copy assignment hours to working hours
You can now copy the assignment hours from a shift to the working hours section with a simple click.
- Highlight or hide missing hours
You’ll see missing hours coverage grouped together for easy identification when viewing shift coverage. You’ll also be prompted to create shifts whenever you have missed coverage at the same time on multiple days of the week.
No more Spelling Errors in Reviews!
Edit a completed case review
Brought to you by popular request, the creator of a case review can now go back and make edits – just go to the completed review in SupportLogic and click the ‘Edit Review’ button. Note that only the manager who created the case review can make edits to it.
Out with the Old, in with the New
Sunsetting the old case details view
5.2.3 July 2022Summer is here (yay!), but before you jet off for that long-anticipated vacation, log into SupportLogic and check out the new case view, now available with this release. We’ve improved the case view to help you better focus on the signals and sentiments extracted from your cases and to make it easier for you to see the case information that is most important to you.
Note that the new case view is currently in Early Access; in other words, you and your team can switch back and forth between working in the current case view and the new one. While in Early Access, we’re collecting your feedback using the in-app form. We’d love to hear what you think, so please drop us a note!
In other news, the SupportLogic brand recently got a sleek refresh. Swing by our website to see the updated look and feel — we think you’ll love the colors! While you’re there, be sure to head over to the resources page for best practices, blog posts, webinar recordings, videos, and more.
Safe travels this summer, folks!
The SupportLogic Team
Switch to the new case view
From the case view, look for the prompt in the lower right-hand corner of the screen to switch to the new case view. Click ‘Let’s go', and you’ll be taken to the new view! If you’d like to switch back, you’ll see a prompt to ‘Exit the new case view’ in the lower left-hand corner of your screen.
Focus on extracted sentiment and scores
Quickly review and acknowledge the extracted sentiments, now prominently located at the top of the case view along with Sentiment and Attention scores. If someone else has already acknowledged a sentiment, it’s also easier to see who acknowledged it and when.
Jump straight to the first case comment - no scrolling necessary
Easily navigate to the first comment of the case by hovering over the description and clicking on ‘Go to case description.’
Give yourself a clean, uncluttered view of case attributes
See exactly the metadata you want to see! Tap the settings gear to manage what case attributes are visible in the case view, and to automatically hide empty fields by default.
Give us feedback - we can't wait to hear from you!
Define Your Evaluation Criteria
Establish a consistent rubric for your team
Create a standardized, measurable case evaluation model that will be used by all your teams. Organize the criteria into categories so that you can evaluate how your support team is performing in areas like soft skills, case documentation hygiene, troubleshooting, or other areas that are relevant to your organization.
Coach Agents In-Context
Get recommendations on which cases to review
You can review any case once it is closed. Mark a case for review at any time and let the platform let you know when the case closes or let SX™ recommend cases worth reviewing. Manage all your reviews in a single dashboard; filter by agent to ensure that you are maintaining a regular cadence for reviews.
View the coaching that you may have provided the engineer while you are reviewing a case. The rubric established by the company is presented to you so that you can review the case based on each of the criteria. When you are done, route the review directly to the engineer. All reviews are stored centrally – no more spreadsheets stored in different folders on the managers’ laptops.
Monitor how your engineers are doing over time – ACE helps you accomplish this by providing this through a centralized, shared system where you can store all the coaching that you have provided. Track whether your input is helping your agents improve customer experience.
The SupportLogic Team
Needs Attention Signals on the Trends Page
You can now filter the signals that you find on the Keywords and Trends page by any of the needs attention signals (Production Issue, Critical Issue, Urgency, Call Request or Follow Up Request), in addition to specifying whether you are looking for the signal in inbound, outbound or internal comments.
More Detail on the Escalation Cards
See the case Sentiment Score, Needs Attention Score, and details of the most recent case comment in the Escalations cards in the kanban view.
Only the most Relevant Skills of Recommended Agents
When SupportLogic ICA (Intelligent Case Assignment) recommends the best agents to route a case to, we now show you only the most relevant skills of the agent that are applicable to the case.
Share a Direct Link to each tab in Operational Metrics
Sometimes you want to share a specific tab in the Operational Metrics with a colleague. Previously, you could only send them a link to the entire Operational Metrics section. But with this release, you can share a link that will take them directly to the appropriate tab.
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