Understand your shrinkage in more detail with time off subtypes in the schedule; see who’s out sick, on vacation or off work.

Synced time off from HRIS or calendars will now show as more specific absence types. There are four categories:

• Vacation 🌴: for PTO, holidays, annual leave, etc.
• Sick 🤒: when surfers call out sick, or have medical appointments.
• Time off 🕑: for all other types of time off. This type is used to protect the privacy of others in case of more sensitive bookings like bereavement.
• Time in lieu 😴: additional days off granted as part of a round robin.

Time off can now be downloaded as part of timesheets. This also includes the option to include time off subtypes, allowing for more accurate pay roll operations.

You can now send nudges to remind off-task surfers of their scheduled activity, streamlining real-time management and avoiding the need to chase one by one.

When surfers are off-task, managers can now send a reminder message directly to the surfer via Slack from the real-time dashboard. Managers can then get instant feedback when surfers become active again in the dashboard, closing the feedback loop.

Surfboard’s friendly notifications are designed to remind surfers that service is a team sport, and bad adherence can put undue pressure on their colleagues.

You can now view the time-on-task status of surfers on the real-time page.

The status shows if the surfer is on-task, off-task or untracked. This also includes a counter for how long they've been in that status for, helping you to judge when to intervene when surfers are off-task.

Performance can now be broken down by activity or channel, for teams or individuals giving you a better understanding of strengths and weaknesses across different channels.

We've now extended our new performance metrics to be viewable at a per surfer level, allowing you to dig into the adherence and productivity of individuals.

Understand who’s in, late or out with real-time attendance. View who’s scheduled, their clock-in time, first tracked interaction and current scheduled activity, allowing you to identify issues and act faster.

Make Surfboard your one source of truth when managing your BPOs and contractors. Be alerted to ‘no shows’, so you can find cover before coverage and service levels suffer.

We’ve just released a huge update to Surfboard performance reporting with 5 new metrics, allowing you to monitor productivity, utilisation, occupancy and more.

Celebrate your team’s successes and easily identify which surfers need additional support or training to reach their potential.

Take a look at our guide to learn more

Streamline operations and payroll by exporting synced time off in timesheets.

Exported timesheets include both the time off booking and any previously planned shifts, allowing you to easily identify how many hours of annual leave or absence payment are due.

You can now track Salesforce productivity in Surfboard. View time-on-task, interactions, and get insights into how cases progress.

Salesforce is a highly customisable tool, so off-the-shelf solutions often fail to accommodate organisations' set-ups appropriately. Surfboard supports custom case mapping for Salesforce, allowing you to configure which status’ to track and how.

In surfer shift timelines, interactions are now grouped by ticket, giving you a deeper insight handle times, concurrency, working styles and more.

We’ve introduced a new metric, interaction time, which estimates the amount of time surfers spent working on each ticket.

This is done by grouping interactions on the same ticket that happen within a reasonable time of each other. These are then presented as ‘sessions’ of work on a ticket, giving you a more realistic insight into handle times.