Happy Summer!! We have many exciting updates this month, but first, have you registered for our upcoming free virtual event SX Live happening from June 13-15. Join us to learn from industry leaders, with over 30 sessions spanning a wide range of topics from Generative AI, using Support data to reduce churn, Tips to reducing escalations and improving productivity, and more.

Major new features

• Integration with Gainsight
• JIRA Integration
• Auditable roles and disputes
• Assignment management
• Assignment information
• Custom Labels
• Rich text editor

Changes

• Revamped Analytics Menu
• Escalation Alerts re-triggered
• Recommended Actions in Escalation Review
• Notifying all case owners

Thanks

Product Team @ SupportLogic

SupportLogic New Product Features

Gainsight integration flow

• The Gainsight configuration settings are live now. Admins can input their Gainsight API credentials and connect directly from the product. Once successfully authorized, up to 3 unique events can be synced back to Gainsight.
  
  

Jira integration

• Users can now search and link Jira tickets to their cases in Agent SX.
  
  

Auditable Roles & Disputes: 
Previously, we allowed you to decide who you’d like to audit, irrespective of role or seniority. Yet, the ability to dispute a grade or QA score was still only with an Agent. Now, all auditable users can freely dispute all tickets and scores that they are a part of.

Assignment Management: 
This is a big one that many of you have been waiting for! Without further ado, we present the ability to Clone, Stop and Delete Assignments.

• Clone - Quick create a new assignment, using an existing one as a starting point (and reclaim hours of your week)
• Stop - Creators of an assignment can now stop ongoing assignments. This will move all pending tickets back into the queue and stop all recurring assignments (if any).
• Delete - Tired of seeing hundreds of assignments? Just remove them with a single click (don’t worry, this doesn’t affect anything that has been audited)
  
  

Assignment Information: 

• See all of the criteria that were used to create an assignment - after it has been created. No more guesswork to see if the assignment was created with all the required tags or with the right people. Just click on the ?️ icon, and you will see everything of note about an assignment!
  
  

Custom Labels creation

• Users can now create any number of custom labels and use them when highlighting and labeling comments. Access can be controlled by use of the new ‘Customize Labels’ permissions for specific users.
  
  

Rich text editor

• Agent SX now supports rich text editing, including copy/paste images, view debug logs, and more. To make replying easier, there’s also the ability to expand the composer.
  
  

Changes

• Revamped Analytics Menu
  • Continuing on last month’s update to the main navigation menu, the Analytics space has been completely revamped.
    • Operational Metrics - merges charts from the Efficiency tab and Response Time tab
    • Experiential Metrics - combines charts from Customer Experience and the Sentiments page
    • KPI Metrics - View a snapshot dashboard summary view of your organization’s KPI metrics
    • Text Analytics - Discover trends detected from keywords found in your cases. You can also search for specific keywords and detect trends across cases.
    • Trend Analytics - Discover patterns and hidden outliers from your cases, select up to 2 attributes to splice and dice your case data
      
      

Escalation Alerts retriggered

• Actionable Escalation Alerts will now go out multiple times if the same case gets predicted multiple times|
  
  

Recommended Actions in Escalation Reviews

• The recommended actions shown in the escalation review panel can be configured and customized based on your preferences.

Notifying all case owners

• We fixed an issue that was limiting case assignment notifications to only go out to case owners if they were registered in our system. This is no longer required and any user who is assigned a case will now receive a notification via email.