Release Notes - December 2023

December 2023 - Multi-value fields, Customizable Links in Alerts, New Backlog Charts and more

Intro

Happy December!!

Tis the season of giving, and this month, our sleigh is packed with exciting updates and innovative gifts for you.

Major new features

• Multi-value custom fields

• Customizable links in all Alert notifications

• New Backlog charts 

• Expanded Scope filters when setting up Profiles

Changes/Updates

• Enhanced Escalations Predictions leveraging Agents metadata

• Agent shift Assignment directly from Agent Insights page

• Case Assignment performance improvements

Thanks
The SupportLogic Team

New Features

• Multi-value custom fields

  • Any field that can accept multiple values are now natively supported in the UI. Multiple values for these custom fields will be shown throughout the product, including SupportHub, Filters, Alerts and Analytics. Please contact us to enable it for your organization.
    
    

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    Multi-value Fields

     

• Customizable links in all Alert notifications

  • A long awaited feature is here. In Alerts and Email notifications, it’s now possible to link back to SupportLogic or the CRM, or both. Once configured inside Settings, Alerts (both Slack and MS Teams) as well as any notifications (eg. Case Sharing, Case comments) will contain the appropriate links (CRM or SupportLogic or both)
    
    

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    Links to CRM and SL

     

• New Backlog charts

  • We are enhancing the Backlog tab in Ops Metrics, by updating 2 new charts which will make it easier to visualize and spot outliers among Agents.

    • The first chart is a new Backlog by Top 10 Agents, which makes it easy to identify and see who the top 10 agents are, with the most number of cases in backlog. This chart will also support filtering at the page level, so it’s easy to see who are the agents in a team with the most number of backlog cases.
      
      

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      Backlog by Top 10 Agents

       

    • Secondly, we are adding new Case Age Split and Top Agents Split in Backlog charts. Any of the Backlog charts that use Custom fields is now eligible to have these additional breakdowns, and once the right type of chart is selected, it can be split down further by either Case Age or Agent. For eg, it will now be possible to create a chart that s
      hows the Backlog by Region, further broken down by either the Case Age or the Agent split.
      
      
      

      
      Backlog Charts by Age Split or Agents Split
      
      

      
      

• Lastly, there is an update to the Backlog by Case Age chart. We are doing away with the 3 bucket configuration for case age, and making that more elaborate. Once the case age buckets are configured in Settings, this chart will automatically update to show the cases in backlog broken by various case age values. Note that this will also change other places in the product where the Case Age buckets are used (eg. Agent Favorites, Agent Insights, Filters)
  
  

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  Case Age - Extended Buckets

   

• Expanded Scope filters when setting up Profiles

  • We are introducing a new Setting that makes it easy to control what cases users can see in the product. Once enabled under the Settings → Scope page, it will be possible to customize each User Profile in the product and make it such that any user belonging to that profile can only view cases that are owned by specific agents or teams.
    
    

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    Profile Scopes - Case Owners

     

Changes/Updates

• Enhanced Escalations Predictions leveraging Agents metadata

  • We are now including agent level metadata as part of predicting escalations. Factors like how many cases did the agent work on, what was the agent’s backlog when their cases escalated and more are being taken into account to enhance the predictions. Initial results have shown a 20% increase in recall across several customers. 

• Agent shift Assignment directly from Agent Insights page

  • The ability to add Agents to one or more Shifts is now available from their Insights page directly. That way, users don’t have to go into the Shifts page to modify Agent assignment, and will be able to see which shifts Agents are assigned to, directly from the Insights page.

    
                                                               Agent Shifts from Agent Insights
    
    
    Case Assignment performance improvements
    We continue to make significant improvements to our Intelligent Case Assignment module. Notably in this release, we made the following changes:
    

    • Reduced average processing time for requests by 50% (from 9.8 secs to 4.7 secs)
    • Decreased maximum processing time by 4.6x (from 77.8 secs to 17.1 secs)
    • Eliminated all slow requests (more than 20s)