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November 17, 2021

This release brings new and exciting Supervisor features, enhancements to the Agent experience, and more!

Supervisor experience​

  • Supervisors can now control and change the state of an agent directly from the Supervisor Dashboard.

    • make an agent available
    • move an agent to break
    • forcibly log out an agent

  • Supervisors can now see agents grouped by the teams they are responsible for in the Supervisor Dashboard. The ability to create teams and assign agents to a team was introduced in the previous release.

    note

    To ensure a smooth transition, as part of this release all existing Supervisors and Agents in your tenant will be assigned to the Default team.

Agent experience​

  • Agents have now the option to cancel break reservations (PendingBreak) and logout (PendingLogout) requests.
  • Switching between breaks will now reset the duration displayed on the User Interface. This now synchronizes with the Supervisor Dashboard duration.
  • Added browser notifications to inform the agents that they have a new activity or unread messages within Buzzeasy Agent whenever their Buzzeasy Agent is out of focus.

Other improvements​

  • Fixed an issue where in some rare cases, the agent receiving a transferred call would be placed automatically on mute.
  • Fixed an issue where the Dial Pad was overlapping the Agent's state in certain cases.