Sometimes you need to focus on a specific subset of tasks. For example, during onboarding you may want to start with easier tasks. Previously, you could use queues, skills, and priorities to filter and sort work.Now you have even more flexibility: create custom views, save them, and play them to work only on that subset.
Create a custom view and mark it as playable.
Add the right filters and save the view.
Click “Play & open” to start a work session on this view.
Work across several queues at once. For example, pair a high-priority queue that is often empty with a lower-priority queue that is always full. When a high-priority task appears, you get it first automatically, without switching between queues.
Select the queues you want to pull tasks from, either from the Backlog or from your assignment page.
Tasks are merged and sorted according to your overall priority.
Track individual touches on tickets with “work items”
A major upgrade to how Fragment tracks work. Every time you interact with a task we now create a work item so you can measure each touch on a ticket.
Four clear actions: Complete, Snooze, Move, Skip
Accurate counts: Complete, Snooze, and Move each add +1 to your “worked” total. Skip is not counted.
Live progress: the player shows today’s total worked on the left, updated in real time (see screenshot below)
Full history: dive into the details in the Recently played tab, with timestamps, actions, and handling time for every work item.
Why it matters: tickets often reopen and require several interactions. Work items let you capture those multi-touch efforts and trust the numbers you see.
The player has been refreshed and now includes the ability to snooze a task for everyone. Agents have three possible actions now on a task:
Complete & Next: the primary action to complete the current task and pull the next one in a single click.
Move queue / assignee: escalate or re-assign a task, and go next.
Skip / Snooze: temporarily hide a task. Snoozed tasks disappear from everyone’s backlog until the snooze period ends, and you can choose to stay assigned or not to the task so you will get it back after the snooze duration.