New

Time off in timesheets

Adam avatar
Shared by Adam • June 03, 2024

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.

New

Time-on-task for Salesforce

Adam avatar
Shared by Adam • May 31, 2024

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.

New

Ticket timelines and interaction time

Adam avatar
Shared by Adam • May 31, 2024

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.

New

Shift tally

Adam avatar
Shared by Adam • May 31, 2024

Our new shift tally provides a simple overview of how well staffed the team is on each shift throughout the week, including summaries of time off.

The heatmap style visualises how staffed each shift type is, drawing attention to where you may have over or under scheduled.

The shift tally can be filtered, allowing you to view the shifts that are important to you at any given time, making international scheduling a breeze.

New

Filter by skill

Adam avatar
Shared by Adam • May 31, 2024

You can now filter the schedule to find surfers with specific skills, providing more visibility over your capacity and making finding cover faster than ever.

New

Shift copy and paste

Adam avatar
Shared by Adam • May 31, 2024

You can schedule shifts more efficiently with copy and paste, with the option to copy activities as well.

You have the flexibility to copy and paste shifts with (Cmd / Ctrl + V) or without (Cmd / Ctrl + ⇧ + V) the associated activities.

It's easier than ever to make changes or swap shifts by copying and pasting shifts from one surfer to another.

New

Linking tickets to time-on-task

Adam avatar
Shared by Adam • May 31, 2024

You can now view the exact tickets surfers worked on from the time-on-task timeline.

Hover over any block to view related tickets and open them up in your browser in one-click.

New

SSO via Okta

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Shared by Adam • May 31, 2024

Organisations can now enable single sign in (SSO) via Okta.

New

Real-time time-on-task

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Shared by Adam • May 31, 2024
  • Time-on-task now shows live surfer behaviour (<5mins), making real-time management easier than ever.
  • Surfboard supports real-time adherence for Zendesk, Intercom, Dixa and a new addition of Aircall. Combine data from multiple platforms to make informed real-time decisions, faster.
  • Keep an eye on who’s on or off-task from the team page. Easily identify whose working hard, off-task or on a break without the need to click through. Perfect for overcoming peaks and break times where every minute counts.
  • Our unique metric, time-on-task, combines adherence with productivity to give you transparency over what surfers are working on and how. When hovering over the activity timeline, you can now view the IDs of the tickets the surfer worked on, including the ability to open up URLs directly, making spot checks or investigation easier.
New

Help Scout integration

Adam avatar
Shared by Adam • May 31, 2024

We've added Help Scout to our range of forecasting integrations allowing you to view all your systems in one place. Get automatic forecasts based on historical data up to 12 weeks in advance. Slice your forecast using advanced customisation options.

Learn more