Release Notes - May 2025 - Support for accounts/managers, Filter individual agents using VTs on shifts, Extraction of all signals on all comments

We are pleased to announce the updates for May 2025. 

Core

• Alert Notification support for Account and CSM manager roles 

• KYS in Customer Insights is renamed to Health Score

Assign

• Add select Agents from Virtual Team or Organisation to Shifts

• Ability to filter individual agents using Virtual teams/organizations in Shifts page

• Configuration to hide Out of the Office calendar on the Agents Insights

Assist

• User feedback for Case & Knowledge Summary in Resolve Assist

• Support for configuring the application pages available to Agents role

Expand

• Enhanced Account Summarization with issue insights 

ML Signals

• ML signals are now extracted on all inbound and outbound types of comment directions

Thanks,

SupportLogic Team

• Alert Notification support for Account and CSM manager roles - In Legacy Alerts, you can now configure to notify different Account and CSM manager roles

  • In the application settings, SL Admins can easily enable a variety of account-related roles that were previously set up in the backend.

  • Once enabled, they will appear under the Notification method on the Legacy Alerts page

  • "When selected, these roles will be used dynamically to send alert notifications to the users linked to the case triggered by the alert.

• KYS in Customer Insights is renamed to Health Score: KYS text inside the information pop-up was replaced with Health Score text to better explain the scores.

• Add select Agents from Virtual Team or Organisation to Shifts - When adding a Virtual team or organization to a Shift, an option to select specific agents within that team is provided. You can hover above the Virtual team or Virtual organization to see the “See Members” link. You can click on the link to reveal the list of members within the Virtual team or Virtual organization and select the relevant members to add them directly to the Shift as needed.

• Ability to filter individual agents using Virtual teams/organizations on the Shifts page 

  • On the Shifts page, search for a Virtual Team or Organization, select it, and you'll be presented with filter options to view:

    • the entire team or organization, 

    • the individual members within this team or organization.

  • If you choose the “individual members” option, the application will take all agents within the selected team or organization and filter them as separate individual members on the Shifts page.

  • When individual members are filtered, all Shifts associated with them—either directly or through their linked Virtual Teams or Organization—will be displayed.

• Configuration to hide Out of the Office calendar on the Agents Insights

  • When an agent's availability is managed directly through the CRM (via Omni Channel), it doesn't sync with the OOO calendar shown on the Agent Insights page. 

  • To avoid confusion and potential misunderstandings, this OOO calendar can now be hidden.

  • The bulk OOO button on Agent Insights page will be displayed only when both flags: enable-agent-insights-out-of-office-btn and agent-insights.show-ooo-calendar are enabled

• User feedback for Case & Knowledge Summary in Resolve Assist - Users can now provide qualitative feedback on the Case Summary and Knowledge Summary. The feedback will be used for fine-tuning the Knowledge Search and Summary generation.

• Support for configuring the application pages available to Agents role - Edit Layout is now enabled for Agent Role. Admin users can customize the layout, update the application menu, and manage access to different pages for users with the Agent role. Note: This is supported only on the New Roles and Permissions page

• Enhanced Account Summarization with Issue insights - Account Managers and Support Leaders can now get insights based on the issues reported in the Cases tied to the Account. This helps in identifying issue patterns across cases reported for an Account. While there may not be any issue patterns, Account Managers and Support Leaders can still get a handle on the high impact cases & underlying issues that are impacting the health of the Account. 

• ML signals are now extracted on all inbound and outbound types of comment directions

  • All customers will retain their existing Signal ontology configuration.

  • Previously disabled settings have been re-enabled but remain unselected by default.

  • SL Admins can modify ontology settings according to customer requirements.

  • Internal comments for now are excluded and will be added for all signals in the next version.