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June 2025

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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.

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Play your assigned tasks

You can now hit Play on the My tasks view to work through the tasks already assigned to you (no queue selection needed).
  • Focus on your personal inbox across all queues before dipping into the backlog.
  • Assign tasks to yourself first, then play through them for a distraction-free workflow.
  • Ideal for triage sessions: clear your own plate, then help the team with shared queues.
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May 2025

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Ability to snooze tasks

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.

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Mini player in nav bar

A compact “mini player” now lives in the nav bar, so you always know what’s in progress at a glance.
  • Pull your next task instantly with one click.
  • Live work timer: track handling time and pause whenever you need a break.
  • Stop work in one click: finish the session (this unassigns you and stops the timer).

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Custom filters everywhere

We added powerful filtering everywhere in Fragment so you can zero in on exactly the tasks that matter.
  • Filter on any field in the All view: pick from system fields, custom fields, or metadata coming from your integrations.
  • Slice Observability and Dashboards the same way. Apply the very same filters to your dashboards to track metrics on any subset of tasks.
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April 2025

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Forms for quality control and data entry

We added support for custom Forms to help structure task work like quality control or data entry.
  • You can now attach forms to tasks, which will define a set of fields to fill when working on the task.
  • Common use cases:
    • Quality control on completed tasks (see video for example)
    • Structured data entry for tasks
  • Forms can be filled out directly in Fragment or inside the player view, so agents stay in flow (see video for example).
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March 2025

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Away & Reassign status

We added an Away & Reassign feature to keep tasks moving when someone is unavailable.
  • Set a user’s status to “Away & reassign” if they’re on vacation or out of office.
  • Their assigned tasks will appear in other users’ backlogs and can be picked up by others.
  • When the user is back, set their status to Active. Their tasks will be assigned to them again and no longer available to others.
Perfect for avoiding bottlenecks when someone’s off.

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Stripe integration

We added a new integration with Stripe as a source of tasks in Fragment.
  • Easy to set up with just an API key
  • Disputes and Radar reviews become tasks, with updates from Stripe reflected in real time
  • Manage backlogs at scale and see who did what, without needing manual counts or tracking in spreadsheets
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February 2025

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Skills and skill-based routing

We added support for skills and skill-based routing to help control who can see and work on certain tasks.
  • Define each skill in Settings using filters. If a task matches those filters, it gets the skill automatically.
  • Assign skills to users: they will only see tasks that match the skills they have.
  • Example (screenshot above): if I don’t have the “Level 2” skill, my only available task will be the second one (“Stripe transaction: €500,00”).
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January 2025

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Priorities

You can now define account-wide priorities in the settings to control how tasks are sorted in each user’s backlog.
  • Each user picks one priority: their tasks will be sorted based on that logic.
  • A few common use cases:
    • FIFO: show the oldest tasks first.
    • VIP first: prioritize tasks from VIP customers or high-value accounts.
    • SLA-based: bring tasks close to or past their SLA deadline to the top.
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December 2024

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Observability Dashboard

We rolled out a dedicated Observability Dashboard to give you a live view into what’s happening across your task queues and team members.
  • Visualize key metrics on a queue: average handling time (AHT), response time SLAs, or just the size of your backlog.
  • Check your team’s work: compare your team members, check up today’s work, or get last month’s detailed data.
  • Check out the evolution over time for those key metrics, split by queue and team members.
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November 2024

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“Complete + Next” Merged Button (10x faster)

We streamlined the user work experience by merging the “Complete” and “Next” actions into a single button in the player.
  • This has been a long requested feature, and users will save one click for every task.
  • Behind the scenes, we made the “Complete & next” button almost instant with a 10x improvement in speed.
  • It’s still possible to complete a task without going to the next one, in the options menu.

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Added support for images in comments

Sometimes an image is worth a thousand words.
  • You can now add images to comments, including directly from the player
  • For instance adding an annotated screenshot can help a lot when escalating an issue.
  • You can also now see a comment notification if there is an existing comment.
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October 2024

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Escalation flow in Player

You can now escalate tasks directly from the player.
  • Click on “Skip” and optionally choose a queue and assignee to escalate to.
  • You can also add a comment to give more context.
  • By default, the escalation queue will be selected. This can be configured in the queue settings.
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September 2024

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New Player

We released a complete re-design of the Player, which is now by default a floating helper bar at the top of your screen.
  • Actions buttons on the right: go to next task, skip a task.
  • Backlog: Check your current, next task, and backlog of tasks.
  • History: always see the number of tasks you performed today.
  • More actions in the drop down menu on the left: pause, stop work…
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August 2024

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Search tasks instantly

You can now search instantly across all existing tasks.
  • Just copy that internal ID or ticket number and get the relevant task.
  • Or type the task or case name to find the relevant task(s).
  • To be faster, use the “Cmd + K” shortcut to open the search box.