Release Notes - June 2024

June 2024 - Translations, Grammar support, Data reduction support, Shift coverage and filters, and more

Intro

The last month of spring has ended and we did a lot of sprint cleaning to bring you the best support features to embrace your productivity and protect your data and privacy.

Major new features

• Translations on case comments and in the response area

• New Salesforce plug-in & Widget Library

• Grammar support on the typed-in response

• Redaction of sensitive data

• Shift management enriched with filters and agents coverage %

• UWF individual signals write-back support added

• Elevate SX - Mark for Review

Changes/Updates

• Filters added on the Top Customers page

• Rich text editor to help with text formation during the response

• Email templates updated with add-on case information and signal acknowledgment actions

• Slack templates are updated for case activity messages, sharing pages, and system notifications

• ICA: Virtual queue filters usability improvements and validation

• Agents Insights page added virtual teams/organizations of the agent

• Elevate Fixes - Annotations, Filters and Assignments

Thanks
The SupportLogic Team

New Features

• Translations on case comments and in the response area

  • Support Hub page - Translation support is now available for comments on the case and translation services inside the response area. Signals are extracted on the translated text (English version) using our MLAAS module, but in the future, more ML work will be required to improve the extraction quality.
    
    
    

• New Salesforce plug-in & Widget Library
  The existing SFDC plug-in has a new look. In addition to a new UI, the plug-in has several new additions.

  • Case

     
    
    

  • User
    

     

  • Account
    
    
    

  • Case Summary
    

     

    Moreover, we have a bunch of other widgets lined up for the coming months that cover ElevateSX and agent performances, along with the ability to customize each widget.
    
    

• Grammar support on the typed-in response

  • We added Grammar support for the response area to help our users with their replies and comments.
    

• Configurable reduction of sensitive data

  • Configurable redaction support was added for the data ingestion process to protect our customers' privacy and data security. 

    • Data inspection and de-identification of sensitive Case data. 

    • Configurability to allow customers to choose the data types to be redacted

    • Privacy layer for AI service providers

• Shift management enriched with filters and agents coverage %

  • ICA: Shift Management updates:

    • Shifts page layout updated to provide a better user experience, collapse/expand options added

    • Shift-related filters added to the Shifts page

    • Shift creation dialog updated to include start/end shift date, shift level timezone, and assignment of the agents

    • Agents' assignment to shift dialog was updated to enable future shift assignments and Virtual team/Org assignments

    • % of shift coverage based on the linked agent availability is added for each day shift

                                                                              

• UWF individual signals write-back support added

  • We extended our unified write-back service to enable write backs of the individual signals to the customer CRM. Now we can configure what signals will be written back and presented within the customer CRM.
    
    

• Elevate SX - Mark for Review:

  • Now mark any ticket for “Review” so that the ticket gets saved and is available for all stakeholders to see.
    
    

As you can see, there is a new button within the Ticket Detail page for users to mark a ticket for review later or to request for a review (for agents). Once done, this gets added to a new board in the TOI page for visibility.

Changes/Updates

• Filters added on the Top Customers page

  • Account-level filters were added on the Top Customers page. Now, users can apply case-level filters, as well as customer and agent filters, directly on the Top customer lists to narrow the data into the desired scope. Note that it is expected to experience slower performance where there are a lot of accounts or virtual accounts. We are actively working to improve this user experience.
    
    

     

• Reach text editor to help with text formation during the response

  • Editor updates - we can now minimize and maximize the component and use a rich text editor to format and style the message.

    
     

• Email templates updated with add-on case information and signal acknowledgment actions

  • Email template updates + ability to acknowledge signals via email.
    
    
    
    

• Slack templates are updated for case activity messages, sharing pages, and system notifications

  • Slack templates of case activity messages, sharing pages, and system notifications
    
    
    

• ICA: Virtual queue filters usability improvements and validation

  • Added visibility into the fields/brackets when dragging them

  • Removed the corresponding bracket when removing the opening or closing bracket

  • The And/Or dropdown can be opened when clicking anywhere in the operator block (previously, you had to click right on top of the arrow)

  • Searching will also filter the case fields and not only the matching values

  • Adding multiple field values in sequence will default to "OR" now (previously it was always "AND", so users had to change it every time manually).

  • The type of customer filter was added to the VQ filters.
    
    

• Agents Insights page added virtual teams/organizations of the agent

  • Agents insights page - virtual teams/organizations the agent belongs to are added to the left panel.
    
    
    
    

• Footer and header improvements.

  • Enhanced Header and Footer Detection: Based on feedback from multiple customers, we've upgraded our model to improve header and footer detection. This enhancement allows for more accurate signal detection, addressing issues previously caused by incorrect header and footer identification.

  • Batch Processing Optimization: The Email Predictor has been optimized to process emails in batches, significantly increasing efficiency and speed.

  • Release management and scalability flexibility MLaaS Infrastructure: The Email Predictor is now hosted as a service within our Machine Learning as a Service (MLaaS) infrastructure, providing greater flexibility in release management and scalability. Instead of using it completely from SLC, we will monitor it currently before using it completely. Release management and scalability flexibility

• ML signals Positive and Negative improvements:

  • Positive signal: Replaced pattern matching with a neural network-based model. Precision dropped from 100% to 99%, but recall rose from 0% to 70%.

  • Negative signal: Replaced pattern matching with a neural network-based model. Precision rose from 80% to 95%, and recall rose from 14% to 33%. This is an 18% improvement in precision and 135% improvement in recall.
    
    
    

• Elevate SX - Fixes:
  Fixes were the theme for this release from an ESX pov, with the focus being:

  1. Text annotations during reviews

  2. Filters

  3. Ticket selecting for Assignments
     
     
     

We have some important updates coming in Q2, so stay tuned!