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Release Notes - August 2023

Modified on Mon, 11 Sep 2023 at 10:41 AM


Happy August!!
We hope you're enjoying your summer. Here are the next set of features launching soon.

Major new features

  • Intelligent case prioritization for all agents
  • Case Summarization powered by GenAI in Agent SX
  • Composite QA Scores in Elevate SX


  • Alerts to Case Owners in MS Teams
  • Exporting completed evaluations
  • Viewing and exporting Engineering issues
  • Case fields are displayed alphabetically
  • Improved search insights in ElevateSX

The SupportLogic Team

New Features

Intelligent case prioritization for all agents

Agent SX now offers customer sentiment and ML-based case ranking natively using Attention & Sentiment Score for all agents, without requiring the core SX platform. No setup is required, agents can simply log in with their Salesforce credentials and plan their day with Agent SX.

Case Summarization powered by GenAI

Support Engineers using Agent SX can get early access to case summarization capabilities within the case directly. The generated summary can be further refined using other GenAI capabilities such as tone, formality, and translation; as well as sharing it with customers & internal stakeholders e.g.: executives. Please contact us for early access and a demo.

Composite QA Scores in ElevateSX

Whether you’re just not ready to give up full control of your QA audits to AI or there are some very subjective/complex behaviors in your scorecard that cannot be automated - we’ve got it covered! Our all new hybrid scoring model gets the best of both worlds from Auto and Manual QA. You can now have one scorecard that is a combination of an Auto scorecard and a Manual scorecard.

Changes Updates

Alerting Case Owners in MS Teams
Customers using MS Teams can now alert case owners directly in MS Teams. No more switching between Email, and Teams; when setting up alerts, simply toggle the option to notify case owner via and select MS Teams. If your organization uses both Slack and MS Teams, we got you covered there as well. We support both platforms, and of course Email.
Exporting completed evaluations

It’s now possible to export completed evaluations directly from the product. Simply toggle over to the Completed Evaluations tab under Agent Coaching, and use the CSV download option. Exported CSV will contain key info about all the case evaluations, including scores/ratings for various criteria as well as key account and agent info.

Viewing and exporting Engineering issues

When viewing an agents' insights page, engineering issues shown on the card is now available as a table, and can also be exported as a CSV, for external analysis.

Case fields are displayed alphabetically
A widely requested feature is now live. It’s possible to configure how you would like case fields to be sorted and shown throughout the product, all from one setting. Toggle between Alphabetical or the manual ranked order, and that setting will be used all through the product. This can be configured under the Settings → Site Defaults page.

Improved search insights in ElevateSX

When it comes to data and numbers, transparency is key. Within the search page, there are a host of new data cards that clear out any confusion possible, around the numbers of tickets being audited.

Questions/Feedback - please visit our community forum.

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