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SupportLogic 5.4 Release Notes

August 2022

SupportLogic proudly announces the availability of a new feature with this release – Agent Shifts.

Customers with access to the Intelligent Case Assignment module will now be able to create Shifts directly in SupportLogic. Interested in this module? Contact support@supportlogic.io for more information.

We’ve been hard at work designing and crafting the ideal experience for creating and managing agent shifts. With this new capability, you can create assignment and working hours shifts, and assign teams of agents to shifts. Additional capabilities include highlighting staff coverages, identifying gaps in shifts, customizing shifts to include breaks and more.

As always, we’d love to hear from you, if you have any questions or comments. Please drop us a note at hello@supportlogic.io. 

The SupportLogic Team

Define AND CREATE YOUR AGENT SHIFTS

Establish consistent Assignment and Working Hours for teams

Create a standardized, recurring shifts model that can be used by all your teams. Customize each Shift with specific Assignment Hours (when Cases can be assigned to Agents) and Working Hours (when Agents are usually working). 

SETUP SPECIFIC TIME SLOTS AND RECURRENCE OF SHIFTS

Customize each Shift to specific schedules

Shifts can be customized to suit your organization’s unique needs. This includes the ability to choose non-standard assignment hours or providing gaps in a day, as well as specifying the recurrence of each shift.

Assign Agents to Shifts effortlessly

Quickly and easily assign agents to Shifts. You can also choose from virtual teams of agents and assign all agents of a team, or specific agents within a team. We also indicate the number of Shifts the agent is already on.

Case Evaluation

Assign from Agent Insights

You can also assign agents to shifts directly from their agent insights page. This allows for greater flexibility and ease of use, by letting you pick from any Shift created already, or allowing you to create a new shift and assign that agent directly.

IDENTIFY GAPS AND STAFFING COVERAGES INSTANTLY

At-a-glance insights to help manage coverage

Use the handy calendar view and the helpful cues provided to quickly identify gaps in assignment hours and create shifts instantly to address them. You will also appreciate the thoughtful staffing coverage indicator for every shift, making it easy to manage agents’ schedule and make changes accordingly.

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