We've made some improvement to our timesheets and time reporting tools:

• You can now include deleted surfers in your timesheet exports.
• You can now decide if surfers can enter a custom time when clocking in and out.
• Timesheets will now include a timestamp of when custom times are entered.

Accurately schedule each of your channels by setting the shrinkage level of each of your ticket groups.

You can now set the individual shrinkage percentage for each of your ticket groups, allowing you to more accurately schedule your team. This flexibility lets you reflect the realities of each of your channels, inboxes, teams or tiers.

Once a shrinkage % is applied, Surfboard will automatically apply this to your forecasted staffing requirement, available in both the forecasting page and in-schedule coverage bars.

Better plan for live chat channels by accounting for concurrency in your forecasted staffing requirements.

We’ve now made it possible to set a concurrency multiplier to individual ticket groups. Simply set the average number of conversations a surfer can handle at a time and Surfboard will account for this when producing your staffing requirement.

Activity and break rules just got a lot more powerful!

At Surfboard, we understand that customer service teams can work in many different ways to effectively meet the unique needs of their customers.

That’s why we’ve made big improvements to Activity Rules to give you more control, flexibility and power to automate the most complex of ways of working.

Read more on our blog

Improve collaboration and control amongst Team Leads and Ops teams with enhanced team permissions.

Control the edit access each manager has, to prevent accidental overwrites or unapproved editing. Choose how loose or tight your settings are, to support all roles.

Surfboard now supports custom attributes for Salesforce ticket groups. Refine and filter your forecast to match your ways of working.

Select 'custom attributes' from the attribute dropdown and enter the name of the attribute. Custom attributes are usually in the format 'custom_attribute__c'.

Your new real-time schedule dashboard provides a comprehensive overview of your entire customer support function, allowing you to efficiently manage and optimise your resources.

With the ability to monitor operations from a bird's-eye view, you can stay agile and responsive to the dynamic needs of your customers.

• Gain instant insights into ongoing customer support activities across the day.
• Quickly respond to unexpected peaks in customer queries or service requests. Easily redeploy additional capacity to high-priority channels or specific tasks.
• Optimise resource allocation to ensure efficient handling of customer interactions.
• Ensure that critical issues are addressed promptly by directing resources accordingly.
• Adjust surfer schedules on the fly to meet changing demand and seamlessly update them with Surfboard’s instant publishing tools and Slack integrations.

Better prepare and plan for any eventuality with scenario planning. Experiment and understand the impact that shrinkage, productivity and service levels can have on your staffing requirements.

Plan with different team sizes and tweak your real-time and async staffing ratio to predict backlogs.

Improve your seasonal and event preparation by building in scenario planning into your process. See what would happen in different situations and prepare your team with business decisions, shift or activity plans or playbooks - making it easier to overcome any situation that occurs.

Easily answer questions and make decisions faster with a simple, data visualisation tool powered by your own data.

We've created a new dedicated home for all of Surfboard's new and existing reporting features.

You can now find Insights, Performance and Timesheets under the reporting tab in the navigation bar, making it easier than ever to report on your team.

Move and adapt to real-time changes faster with our new Faster Publishing improvements.

1. Track edits: Stay in the loop with a dynamic count of surfers whose schedules have been edited but not yet published, making it easier to keep your team up-to-date and on-task.
2. Move faster with a new Hotkey: Instantly publish today’s edits by using the new hotkey (Cmd + ⏎ on Mac or Ctrl + ⏎ on Windows). If hotkeys aren’t your thing, then you can still publish with one click from the edit counter.
3. Safety first: If you try to publish schedules from multiple teams, you’ll be asked to confirm to avoid accidentally publishing other team's work before it’s ready