Table of Contents
Support.com Cloud Platform
Getting Started / Support.com Cloud Tours
Login Page
Navigation Bar
Support.com Cloud Service
Service Report
Control Panel
Pop-Out/Pop-In Remote View
Multi-Monitor Support
Access Point Name
Support.com Cloud Design
Workflow Versioning
Support.com Cloud Analytics
Resolution Rate
Support.com Cloud Platform
Getting Started / Support.com Cloud Tours
Support.com Cloud Tours are once again available from the Getting Started button of your settings menu.
Login Page
Your login page now includes a 'Remember Username' checkbox, so all you have to keep track of is your password.
Navigation Bar
Support.com Cloud Manage is now split into Support.com Cloud Design, where you can access the workflow designer and other workflow-related items (categories, tasks, actions, etc.), and Support.com Cloud Admin, which includes user management and brand configuration.
Support.com Cloud Service
Service Report
After finishing a workflow, the Service Report will now remain on screen, making it easier to review completed workflow.
Control Panel
The Control Panel in Support.com Cloud Service has a new and improved user interface, including easier filtering and sorting of the Activity, and a cleaner log of Notes and Chat messages.
Pop-Out/Pop-In Remote View
The Remote View in Support.com Cloud Service can now be opened in a separate browser window by clicking the 'Pop-Out' button. This allows agents using multiple monitors to maximize a Remote View on one monitor and keep Support.com Cloud and other tools running in a separate view.
This feature is initially only available for Mac and Windows remote connections, but will be coming to Android® and iOS soon.
Multi-Monitor Support
In cases where a customer has multiple monitors configured on their Windows or Mac device, agents now have the ability to view a single monitor at a time, in addition to the traditional All Monitors view.
Access Point Name
The Review Device Information workflow task now includes an 'Access Point Name' attribute. Please note that Google has limited this information to be read-only and available from pre-4.2 devices only.
Support.com Cloud Design
Workflow Versioning
This release includes an update to the numbering scheme used for workflow versions.
- For workflow curated by Support.com, the initial version will be numbered 1.0, and any future versions provided by Support.com will increase by a whole version (2.0, 3.0, etc.). If and when you make new versions of these workflow, the numbering will increase by a minor version (from 1.0 to 1.1, or 2.0, to 2.1, etc.)
- For workflow created by you, the initial version will be numbered 1, and any subsequent versions will follow a simple increase in the number (2, 3, 4, etc.)
Support.com Cloud Analytics
Resolution Rate
Support.com Cloud Analytics now includes a Resolution Rate metric, based on how often customers return for additional services after some initial service. This is similar to the First Call Resolution metric that many contact centers are familiar with, but uses session and workflow data rather than call records to determine the rate.