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May 28, 2022

We are pleased to announce new features in our 12th Buzzeasy release of 2022.

This release brings enhancements to dashboards in the supervisor reports that were introduced in release 11.

We've also introduced stability improvements for many of the new reporting components.

Supervisor Reports​

We've listened to feedback and altered icons displaying further information in the queues and teams reports.

We've enhanced the accessibility of reports with bigger elements and bolder text that is easier to read.

Queues Report​

In the queues report we've replaced the information, i icon with a magnifying glass or loupe icon. This icon enables the supervisor to see a list of caller details for: waiting, connected, completed and abandoned conversations.

We've added the option to sort the conversation details lists by their first column:

  • The waiting conversations details list can be sorted by the (queue) Position column.
  • The connected conversations details list can now be sorted by the Connected time column.
  • The completed conversations details list can now be sorted by the Timestamp column.
  • The abandoned conversations details lists can now be sorted by the Timestamp column.

We've also fixed an issue with the Completed KPIs refresh frequency.

Teams Report​

In the Teams report we've replaced the information, i icon with an elipsis, or three dots icon. Select this icon in the teams report to see bar charts of the data in the Break reasons data visualization, and a bar chart of the data in the Tasks by disposition code data visualization.

We rearranged the data visualizations in the Teams report's Show-more view. This enhancement improves the presentation of the Tasks by media type data and improves recognition and understanding of all the KPIs in this view.

We changed the Tasks missed visualization to red, to enhance this important KPI.

Teams Report - Agents View​

We've added an option to sort the agent list based on any column.

We now displaying agents that have logged out and their time logged out.