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December 3, 2022

The 31st release of the year brings major improvements to the portal supervisor dashboard, voice data for odata 2.0, manual queues, queue listing for agent performance and more!

Odata 2.0 Public Beta new data​

Public beta for odata 2.0 is receiving additional data! Here's what's new:

  • Added workitem data for voice tasks containing hold duration, hold count and more!
  • Added conversation level data for voice conversations. This is referenced as Calls in the odata 2.0 definition.
  • Added Email first answer speed for email conversations. This allows building more accurate customer satisfaction experience by highlighting how fast an email conversation received an answer.
  • Added channel ID to queue segment data for filtering purposes.

Learn more about Odata 2.0 Public Beta here.If you wish to start using Odata 2.0 Public Beta or check the available data yourself, contact us.

Supervisor dashboard enhancements​

Portal's supervisor dashboard has been originally released earlier this year, we are now adding more details to it as well as revamp the user interface. Here's what's new:

  • Visual upgrade to Teams reports.
    • You can now see details at a glance without having to hover over a particular metric.
    • The threshold visuals in terms of handling time are improved.
    • Count of handled tasks now display handle percentage as well as handled out of total.
    • More details menu is now slimmer and easier to follow.
    • Color optimizations for light and dark themes. Agent tab is now displayed as cards instead of a table view.
    • Similar user experience as legacy dashboard.
    • Visual upgrade to how agents are displayed.
    • Added first login and last logout timestamps to agent cards.
    • Added bar chart for agent utilization.
    • Option to expand an agent card by clicking on it.
    • Expanded view now shows an accurate view of agent utilization using the same user interface as overall teams tails. Includes time spent in break, busy and available today.
    • Agent controls now on expanded view. Change status, settings or monitor.
    • Expanded view now shows a list of all the tasks the agent is currently engaged in without any additional expands.
    • Collapsed view shows type of task the agent is handling as well as break type. (Eg. Handling a voice call)
    • Agents without any activity are now displayed as well.
    • Added filtering and sorting capabilities.
      • Sort by: Name or Tasks handled (various options to chose from)
      • Filter by: State or show/hide agents with no activity.
    • Added search capabilities to make finding a particular agent much easier.

Portal enhancements​

The administration portal received a new batch of quality of life changes.

  • Added option to specify time format in User settings. Select between AM/PM and 24 hours format.
  • Added Tenant search for users belonging to multiple tenants.
  • Added node search for the workflow designer making the connection to another node significantly easier especially when designing large workflows. Simply drag an output and begin searching for an existing node to pair the output to.
  • Added done tab for channel creation.
  • Added the option to mark a workflow for creation during channel provisioning.
    • Select the create new option from the workflow drop down.
    • Workflow generic details tab will be added to your channel provisioning modal.
    • Once you're done setting up your channel, the done tab will instruct you about the workflow details you still need to change. You will be redirected to your new workflow with a single click.
  • Changed wording for the recording node.

Manual queues and cherry picking​

You may now specify if a queue is manual or automatic. Automatic queues are using the Buzzeasy attributes based routing and delivers tasks to suitable agents automatically.

Manual queues allows skilled agents to select the customer they wish to engage with from the queue, they will not receive these conversations automatically.

A queue cannot be automatic and manual at the same time, additionally, once you save your changes, you may not switch from automatic to manual or from manual to automatic for a given queue. You may, however, create a new queue to fit your desired routing node at any given time.

Learn more about queues used in voice workflows here, chat workflows here, and email workflows here.

Agent performance dashboard Queue listing tab​

A new Queue listing tab is available in the Agent performance dashboard tab. Items in the queues assigned to the agent's teams are displayed here. Additionally, if a manual assignment queue is assigned to agent's teams and the agent is skilled for that particular queue, the agent may click the Manual assignment tab and pick items from the queue.

Learn more about the queue items tab here.

Other changes​

  • Fixed an issue where a Facebook channel would stop working if the administrator of the page changed their Facebook password.
  • Added Facebook channel healthcheck.
  • Fixed an issue where some portal reports would fail to load under specific circumstances.
  • Added link support to customer data panel.
  • Fixed a cosmetic issue in the portal's threshold modal.