Nov 2025 - Active escalation workflow, Case Cohort summary, Issue Resolution agentic workflow, and more

Core

• New Active escalation review workflow in the New SupportHub (Core Standard version)

• Case Cohort Summary (My Support Insights & Text Analytics)

• Conversation count metric update

• Signal acknowledgement write back for Zendesk

• Comment-level attachments ingestion in Zendesk

Assign

• Backup teams of agents (fallback agents) enhancements 

• Prioritization between queues enhancements

• Agent availability from the custom field within SFDC or Zendesk

Elevate

• All new AutoQA Insights page

• Newly redesigned Tickets of Interest page

• Core signals - filters across Elevate

Thanks
The SupportLogic Team

Core

New Active escalation review workflow in the New SupportHub (Core Standard version)

•  Important: Available exclusively on the New Support Hub page.

  Users can now review and manage escalations directly from the Active Escalation Review panel by clicking the Escalated tag on a case.

  From the panel, users can:

  • Review active escalation and take actions:

    • View escalation details, add escalation notes, and take recommended actions, such as contact customer, share case, reassign, contact agents and more.

    • Complete the review and provide feedback on their experience.

    • Access review through the “Reviewed” button near the Escalated tag, in Active Tasks, or via the “View Escalation Review” link in the Timeline.

    • The user who completed the Active escalation review can also undo their action.
      
      

  • Resolve active escalation:

    • Resolve escalations by providing a reason, which is added to the escalation notes.

    • Once resolved, the escalation is logged on the timeline, and a View Escalation Review link remains available for accessing details and notes.

    • The Escalated tag will be removed, and the case will move to the Resolved column on the Escalation board.

    • Note: Write-back functionality must be enabled for active escalation resolution to complete successfully.

Case Cohort Summary (My Support Insights & Text Analytics)

•  Important: Available on Core Sx Premium

Users can now generate a Case Cohort Summary using configured filters and defining the primary scope. This provides a holistic view of related cases, as the ML engine detects enriched insights and patterns within the selected cohort 

Using Case Cohort Summary, users can

• Generate comprehensive cohort summaries using configured filters.

• Review and analyze High Impact Issues, emerging trends & patterns.

• Identify and Manage Risk Indicators.

• Leverage agents insights to optimize workload distribution.

• Analyze current case trends in comparison to  5-week look back period to identify emerging support patterns.
  
  The Summarization Agent provides a unified view of case patterns along with frustration and negative sentiment signals across cohorts, highlighting churn and escalation drivers while surfacing agent workload imbalances that impact on-time resolution

Conversation count metric update

• The Conversation Count metric on the KPI Metrics page has been updated to align with the Comments Count displayed on the SupportHub page.

• Default calculation now includes:

  • Inbound comments - including Case Subject and Case Description (counted as 2 messages)

  • Outbound comments

  • If Chat or Voice integrations are enabled:

    • Chat messages with their respective inbound/outbound directions

    • Voice messages with their respective inbound/outbound directions

• Internal comments (Case notes) are excluded from the Conversation Count metric by default.

• To provide greater flexibility, new configuration options were added to the SLO Metrics settings page under the “Efficiency” section:

  • A new “Ideal Ticket Conversation Count” section allows admins to select which comment types are included in the Conversation Count metric calculation.

• New SupportHub page: Chat and voice message counts are now displayed in the New SupportHub.

Signal acknowledgement write back for Zendesk

• Implemented write-back functionality for all signal acknowledgements, extending beyond individual signals to include user acknowledgment actions.

• Each time a user acknowledges or removes an acknowledgment of a signal, this action is written back to the CRM along with the related signal.

• Write back includes the user identity performing the acknowledgment or removal.

• Write back also includes the date and time of the acknowledgment or its removal.

• At this time, write-back support is provided for Zendesk CRM only.

Comment-level attachments ingestion in Zendesk

• Added support to ingest and display comment-level attachments from Zendesk. 

• Case-level attachment ingestion is not possible in Zendesk.

• Writebacks are not yet supported.

 Assign

Backup teams of agents (fallback agents) enhancements

• Enhancements:

  • Priority bucket dividers are now available on the Assignment Queues page and within the Add Agents popup for individual queues.

  • The right-side panel in the Add Agents popup for individual queues now shows all agents organized by their Priority buckets, no matter which bucket tab is active.

• Feature Recap:

  • Users can create priority buckets (Priority 1, 2, etc.) when adding agents to a queue.

  • Auto-assignment always starts with Priority 1 agents, then falls back to lower-priority buckets if needed.

  • Agents are sorted by recommendation score and availability within each bucket.

  • For Round Robin, all buckets are rotated as a single list.

  • If a case matches multiple queues, agents from the same priority groups across those queues are combined.

  • Manual assignment (Recommended Agents component) is not yet using priority buckets - this will be added in a future phase.

Prioritization between queues enhancements

• Enhancements:

  • When auto-assignment is turned off, the queue is removed from the Priority bucket. 

  • If re-enabled, it won’t be restored automatically — the user must manually add it back to a bucket in settings.

• Feature Recap:

  • Users can set queue priorities in General Queue Settings on the Assignment Queues page.

  • Cases in higher-priority queues are assigned before those in lower-priority queues.

  • If a case belongs to multiple queues, it will be assigned according to the highest-priority queue.

  • For cases in queues with the same priority, agents are grouped into a single assignment pool, where ML recommendations take precedence over Round Robin.

     

Agent availability from the custom field within SFDC or Zendesk

• Enables the direct retrieval of agent availability from the customer’s custom CRM field for case assignment and agent tooltips.

  • Customers define a custom CRM field on the User object indicating agent availability (True = not available, False = available).

  • This field is mapped via UWF mapping to the SupportLogic schema and used through the SupportLogic API.

  • The assignment process proceeds as usual, leveraging Recommended Agents, capacity limits, and other ICA components.

• Removes the need to manage Shifts and Out-of-Office (OOO) calendars within SupportLogic.

• Available now for SFDC and Zendesk CRM customers.

• Note: This enhancement is an extension of the previous Omni Channel implementation.

Elevate

All new AutoQA Insights page

The all new AutoQA Insights page provides a consolidated, data-driven view of your org’s AutoQA performance. It enables you to understand quality trends, identify performance patterns across agents and teams, and drill down into specific cases that contribute to your overall QA scores.

For a detailed understanding and functioning of the page and its components, click here. 

Redesigned Tickets of Interest page

Continuing with the redesign and UI unification within SupportLogic - the Tickets of Interest page is the newest to get a makeover. We’ve brought back the kanban styled boards from the legacy QA module within SupportLogic and given the whole page a new feel. 

For a detailed understanding and functioning of the page and its components, click here.

Core’s signals - Filters within Elevate

After importing and displaying all the signals that we detect in the Core application within Elevate, we’ve now made it easier to use these signals within your QA workflows. We’ve added in filters for the same on most pages - thereby allowing you to filter your views on these pages based on detected signals.