Intro
We are pleased to announce the first release of 2025. The following release notes detail the changes and improvements included in this update.
Table of Contents:
Notes - Brief:
Core
- Case Summary in Alerts
- Voice Case support for Zoom Transcripts
- Silent SSO/No Login experience for iFrame
- Agent Insights search page, Customer Insights search page and Account Hub search page refreshed layout
- New Signal - New Extension Signal in Commercial Category
- Signals Improvements: Enhanced Feature Request & Documentation Signal
- New Commercial Signal card added
Assign
- Quickly edit Agent Skills from Agent Insights and Recommended agents
- Backup agent teams for assignment queues
- Agent hourly assignment and backlog limits
Assist
- Ability to link relevant knowledge sources to Case
- Improved draft response generation and tone change
Expand
- Enhanced Account iFrame with Account Summary and Account Health contribution factors
- Account Hub experience for Virtual Accounts, Virtual Orgs and Merged Accounts
- Account-level Commercial signals (churn, renewal and expansion signals)
- Enhanced Account Summary
Elevate
- Acknowledgment of Audits
- Core signals in Elevate
- Case Details enhancements
Notes - Detailed:
New Features
Core
Case Summary in Alerts: Users can now view the Case Summary right from within a Case Alert notification received in Slack. This enables all involved stakeholders to get a quick understanding of the issue reported in the case, current status and planned actions right within Slack.
Voice Case support for Zoom Transcripts: We have enhanced our Voice pipeline to support a point-to-point [P2P] integration with Zoom, and it is agnostic of the CRM. We ingest all Zoom voice transcripts associated with a Case, parse the transcripts, and store them as case comments within SupportLogic for downstream processing such as signal detection, scoring, and prediction.
Silent SSO Support: If user has an active session of their IDP (For example: if user has an active OKTA session in the background), silent SSO will allow users to seamlessly view the iFrame content and navigate to SupportLogic UI without having to manually login. No login is required even if user is not currently logged into SupportLogic.
New Commercial Signals card:
The Expansion and Renewal signals, recently introduced as part of our Commercial signals group, have been added under the new Commercial card on the main application pages, such as the Console page, Agent insights, Account insights, and Text analytics.
In addition, the Churn Risk/Competitive Threat signal has been relocated into this group.
The location of the Commercial signals card can be set using the user layouts edit, from the Roles and Permissions section of the Settings by the Admin user.
Assign
- We added the ability to manually add and remove an agent’s skills, using the list of skills previously added to the customer’s ontology list. This can be seen on the Recommended Agents cards when manually assigning an agent and on the Agent Insights page.
- Skills automatically detected by the SupportLogic ML engine will be marked with a small “lamp” icon. At this time we do not support editing auto-detected skills. Only skills entered into the ontology list can be manually added or removed from agents.
- User permission will be needed to enable skills editing. Permission can be given in the Roles and Permissions section of the Settings by the Admin user.
- Clicking the "Edit Skills" button will open a pop-up screen displaying the list of skills from the Ontology table.
- Auto-extracted skills will not appear in this list at this stage. They will be added in the next phase of the feature development.
- Manually added to the agent skills will directly influence the agent recommendations engine, enhancing the skill's contribution impact.
- A case, linked to a manually added agent skill, will receive a guaranteed 100% match with the agent in the skills match category.
- On the Assignment queues page, when adding agents to the queue we added the ability to create fallback teams for each queue.
- By default, the user can add agents to the Priority 1 bucket - every queue has one.
- In addition, the user can add more buckets, Priority 2 or more, and add backup agents into those groups.
- The automation will gather scores (total %) and availability status for all agents across priority buckets. Once we have all the data ready, we will sort them based on the score and then group them into the priority buckets. Then, we look into each priority bucket to find the first available agent, considering the order of the priority buckets.
- The auto case assignment will always first consider the agents from the Priority 1 bucket. When no agents are available in the Priority 1 bucket, the recommendation engine will switch to the Priority 2 bucket and recommend agents from this group.
- The Priority buckets are added only for auto-assignment purposes.
- The Priority buckets haven’t been incorporated into the Recommended Agents component used in the Assignment board and in SupprotHub yet. Agents from all priority buckets (not only from Priority 1) will be visible in one list in the Recommended Agents component used for manual assignment. The priority buckets will be added in the next phase of the feature development.
- If the queue has several Priority buckets and this queue is set to Round Robin - agents from all Priority buckets will be rotated as a single list.
- If a case matches two queues with a few different priority groups, auto-assignment will combine agents from corresponding priority groups, starting with Priority 1 agents from both queues sorted by recommendation score, then proceeding to the next priority group until an available agent is found.
- If the same agent is linked to two different queues into two different Priority buckets, this agent will be ranked twice - first for Priority 1 across queues, then again for Priority 2 across the queues.
Agent hourly assignment and backlog limits:
- The left panel on the Agent insights page was updated to a cleaner design and Capacity limit settings were added alongside agent skills.
- The Capacity limit settings include two separate configurations:
- Active backlog limit - the number of active cases the agent can have in his backlog. The Active Backlog is determined by cases with statuses that are not marked as “Closed.”
- Hourly assignment limit - number of new cases that can be assigned to an agent every X hours. The number of hours is configurable.
- The ML treats agent-level capacity limits for active backlog and hourly assignments as "hard stops," preventing further auto-assignments once those limits are reached.
- The new agent capacity limits are also considered for the round-robin method assignment. Once the agent reaches the limits, he will not get new assignments.
- For the manual assignment, the agents will be showing as unavailable with the
- If the queue associated with the agent who has new limits also has a "Maximum cases per agent per day" restriction, the lower of the two limits will apply. If the individual agent's limit is lower than the queue's, the agent's limit will serve as the hard stop. Conversely, if the queue's limit is lower, it will be enforced as a hard stop.
- User permission will be needed to enable agent capacity limits editing. Permission can be given in the Roles and Permissions section of the Settings by the Admin user.
Assist
Ability to link relevant knowledge sources to Case: Support Engineers can link one or more knowledge sources that they found to be useful and relevant in resolving the issue, to the support case. The linked knowledge sources can be accessed from within Resolve Assist using the “Linked Knowledge Sources” filter. This association helps in improving search precision of subsequent search for knowledge.
Expand
Account Hub experience for Virtual Accounts, Virtual Orgs and Merged Accounts: Account & Support Managers can now review Virtual Accounts, Virtual Groups and Merged Accounts using the new Account Hub experience.
When reviewing Virtual Accounts and Virtual Groups, users can see an average health score - purely based on the Account Health Score of the related Accounts. Users can see Case Trend and Signals across all the support cases associated with the Accounts in the Virtual Account or Virtual Group. Users can review and analyze further by grouping and filtering at case level or at related account level.
This is currently being released to beta users only.
Account level Commercial signals: Account & Customer Success Managers get a heads-up not only when there is potential churn risk with their Account, but also when there is a potential renewal or expansion opportunity. We detect commercial signals namely renewal signals and expansion signals based on the support conversations between the customer and the support team and surface it right within Account Hub. Users can filter the support cases based on commercial signals.
This is currently being released to beta users only.
Account Insights iFrame: Account Teams and Customer Success Teams can now see the contribution factors that are impacting the Account Health Score. For example, a spike in number of active escalations, high severity cases, and cases with low sentiment could be causing the account health score to drop. With this insight, users can connect with the right stakeholders to help resolve the situation or choose to review further in SupportLogic.
Account Summary iFrame: Account Summary provides Insights about the Account such as current issues that need immediate attention, risks identified based on signals detected across conversations, and overall patterns & trends that need to be addressed. For example: It surfaces cases that have longer than usual wait time, cases that are having production issues, support engineers that are overloaded and more, helping the Account Team and Customer Success Team members with the right data points required to resolve the situation in collaboration with their support counterparts.
Both of the above iframe improvements are currently being released to beta users only.
Elevate
Acknowledgement of audits - Agents must now mark an audited case, its scores and feedback, as acknowledged, before they raise any Disputes for the case. We have also got enhancements to this lined up wherein admins can define timelines for the same and make this mandatory - so stay tuned.
- Acknowledgement of audits
Core signals in Elevate - All of the signals that are detected in Core (eg: Confusion, Frustration etc), will now be available to view in case pages in Elevate. Soon, these will also be available as filters to use in pages and during workflows like Assignments.
Core signals detected in Elevate
Case Details - enhancements
- Activity Log - There are new entires that have been configured for acknowledgments, Mark for Review flows and AutoQA related statuses (eg - Excluded from AutoQA etc)
- Feedback - Until now, to view feedback that is linked to a case that is not a part of an audit, a user had to navigate to either the Coaching pages or the Disputes page. Now, all of it is available within the Case Details page itself, within the feedback tab.
Feedback tab within Case Details page
Changes/Updates
Core
Agent Insights search page, Customer Insights search page and Account Hub search page refreshed layout
Agent Insights search page
Assist
Enhanced draft response and tone generation: Resolve and Response Assist now offers an enhanced “generate draft response” experience. Support Engineers are presented with a draft response that is based on the latest status and next steps as determined by the case and knowledge summary. It also takes into consideration the last response sent to customer to ensure the draft response is incremental and not repetitive. Support Engineers are given the control to accept or deny the generated draft response and tone changes, allowing them the opportunity to thoroughly review the GenAI generated content.
This is currently being released to beta users only.
Expand
- Enhanced Account Summary: Account & Support Managers are presented with an actionable GenAI powered Account Summary that provides insights about the Account such as current issues that need immediate attention, risks identified based on signals detected across conversations, and overall patterns & trends that need to be addressed. It surfaces cases that have longer than usual wait time, cases that are having production issues, support engineers that are overloaded and more. These insights help drive the right action required to improve the Account Health. Users can also share the snapshot of the Account Summary with stakeholders via slack or e-mail.
ML signals
A new Extension (Expansion) signal has been introduced within the Commercial category. This signal detects sentences and phrases in which customers inquire about or seek guidance on potential extensions of existing services or subscriptions. The Commercial Signal Extension is designed to better address customers' evolving needs while also presenting opportunities for revenue growth. The new signal was added with a precision of 0.978 and a recall of 0.833, providing coverage of 0.1% of all the data.
Feature Request signal: We updated the signal based on the customer's feedback and additional training data with a precision of 0.944 and a recall of 0.708. Now we detect nearly 60% more Feature Request signals.
Documentation signal: The existing documentation signal was reviewed and re-trained to gain better coverage and more accurate results. After the update the precision of an updated signal stands on 0.976 and recall on 0.800. Now we detect nearly 70% more signals.
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