New updates and improvements
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.
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.
You can now hit Play on the My tasks view to work through the tasks already assigned to you (no queue selection needed).
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:
A compact “mini player” now lives in the nav bar, so you always know what’s in progress at a glance.
We added powerful filtering everywhere in Fragment so you can zero in on exactly the tasks that matter.
We added support for custom Forms to help structure task work like quality control or data entry.
We added an Away & Reassign feature to keep tasks moving when someone is unavailable.
Perfect for avoiding bottlenecks when someone’s off.
We added a new integration with Stripe as a source of tasks in Fragment.
We added support for skills and skill-based routing to help control who can see and work on certain tasks.
You can now define account-wide priorities in the settings to control how tasks are sorted in each user’s backlog.
We rolled out a dedicated Observability Dashboard to give you a live view into what’s happening across your task queues and team members.
We streamlined the user work experience by merging the “Complete” and “Next” actions into a single button in the player.
Sometimes an image is worth a thousand words.
You can now escalate tasks directly from the 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.
You can now search instantly across all existing tasks.
New updates and improvements
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.
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.
You can now hit Play on the My tasks view to work through the tasks already assigned to you (no queue selection needed).
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:
A compact “mini player” now lives in the nav bar, so you always know what’s in progress at a glance.
We added powerful filtering everywhere in Fragment so you can zero in on exactly the tasks that matter.
We added support for custom Forms to help structure task work like quality control or data entry.
We added an Away & Reassign feature to keep tasks moving when someone is unavailable.
Perfect for avoiding bottlenecks when someone’s off.
We added a new integration with Stripe as a source of tasks in Fragment.
We added support for skills and skill-based routing to help control who can see and work on certain tasks.
You can now define account-wide priorities in the settings to control how tasks are sorted in each user’s backlog.
We rolled out a dedicated Observability Dashboard to give you a live view into what’s happening across your task queues and team members.
We streamlined the user work experience by merging the “Complete” and “Next” actions into a single button in the player.
Sometimes an image is worth a thousand words.
You can now escalate tasks directly from the 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.
You can now search instantly across all existing tasks.