Changelog

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.

“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.

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.

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.

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…

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.