Our Instructure Global Support team has been hard at work preparing for our busiest time of year, or Peak Period, between the first part of August and continuing through the end of September. We’d like to share a few updates and insights into what you can expect during this busy time of year.
Our recruiting and training teams have been busy over the past few months identifying, onboarding, and training many new faces in Global Support. In addition to the increases in new hires in North America, we have increased our Budapest, Hungary team size significantly and have been impressed by each of our new hires' talent, passion, and commitment to meeting and exceeding our customers' expectations. While we will be very busy in August and September, you can expect to find resources ready to engage with you, listen, and resolve your questions or issues quickly.
Our forecasting and workforce management teams have performed a detailed analysis of when we expect our highest volume periods to occur. We expect to see the weeks of August 21, 2023 and August 28, 2023 be our busiest of this peak period. Of particular note Mondays and Tuesdays during both those weeks will be very busy, resulting in longer than normal wait times in our live contact channels for Canvas like chat and phone support, and we appreciate your patience as we work through these busy periods.
Earlier this year, we launched a new Continuing Education program to deliver recurrent training monthly to each of our frontline Canvas Technical Support Engineers. This training helps to “sharpen the saw” of our talented existing team and ensures that when you reach out needing help, our resources are ready and able to help get you on your way.
For those familiar with SIS (Student Information Systems) we have invested considerably in improving the SIS experience for our customers. Changes in our process include confirming how conversions(customer-initiated changes) are handled, revamping rollovers, and really investing in improving the migrations (Instructure-initiated changes) experience, the team has seen an incredible amount of work rolled out. We are especially pleased with the new workflow in the Field Admin Console for SIS that helps gather all needed information to troubleshoot effectively from the first case submission. These improvements will assist you in getting your SIS issues reviewed and resolved with fewer “back and forth” responses to gather necessary information.
Our focus on delivering a seamless experience for customers who have more than one Instructure product has been the focus of a cross-organization effort to move our disparate ticketing systems into a single solution. The first half of the year included changes to the ticketing solution for the Canvas family of products. The remainder of the year will include moving our workflows for Mastery, Impact, Elevate, and Learn Platform products to the new system. We are excited about the improvements these changes will bring to our ability to ensure work is routed to and resolved by the right resources quickly and efficiently.
Last, but certainly not least, we were excited at the announcement of “Panda Bot” our new capability leveraging AI to assist our customers in the Instructure Community to get to the information and answers they need quickly. Stay tuned for more information as we expect the “Panda Bot” to be available beginning the week of August 21, 2023.
Keep Learning!
Traci
