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November 19, 2022

The 29th release of the year brings new major features such as Voice workflow 2.0 Public Beta, Email conversation data for odata 2.0 and QoL enhancements.

Voice workflows 2.0 Public Beta​

We are excited to release Voice Workflows 2.0 as a public beta to our users. It brings the same enhanced user experience as the previously released Chat Workflows 2.0. Here are the available nodes and features available for the public beta release.

Nodes​

  • Opening Check node. Now with Holiday output support! You may now play a different announcement if your channel is closed due to a Public Holiday.
  • Announcement node. Stream a TTS message or play a WAV file to your users. You may now upload wav files more conveniently by clicking the upload botton on the node itself and select the compatible wav file. Double check the wav file by pressing the play button. You may also download your wav file by pressing the 3 dots menu > Download.
  • Auto Attendant node. Auto-attendant node is the equivalent of Menu Selection node we previously introduced for chat, however, it is carefully designed to fit Voice workflows.
    • Fill in a TTS or upload a wav file to help your users with menu information.
    • Select how many menu options your auto attendant should have and their phone keypad equivalent (star and hash key are not supported). Validation is done by the system, the administrators no longer have to design regex validation for this node.
    • Support for timeout and repeat count.
    • Added support for custom repeat message on failure. Failure can happen if the specified timeout in seconds is reached, then, as long as your repeat count is not reached, this repeat message will be played to the user. Repeat message is supported in TTS as well as WAV.
    • Added support for Retry exhausted output. Should your user reach the repeat count, you may redirect them through a different path or end the conversation.
    • Outputs will be automatically be visible for keypresses based on the options you select.
  • Custom question node. Supports TTS or WAV. Useful for collecting multiple digits from the user and store the response in a workflow property that you can use with a switch or set data node.
    • Use case: Collect electricity index, then forward the data to a custom integration.
  • Set data node. Node used for custom integrations, usually paired with other nodes such as the custom question.
  • Switch node. This node is usually paired with other nodes such as the custom questions to do routing decissions based on the workflow data available.
  • Redirect to phone. Use this node for routing decissions to send the call to a non Buzzeasy phone number.
  • Transfer to channel. Use this node for routing decissions to send the call to a different channel.
  • Queue node. This node is the actual queue a user will get into.
    • Support for queue treatments.
    • Max queue size
    • Queue timeout is now set on a queue level instead of queue treatment.
    • Attributes support.
    • Outputs: Complete, timeout, size limit reached, no agent logged in, no staffed agent logged in.

Misc​

  • Last editted timestamp.
  • Clone workflow.
  • Clone node.

Unsupported features​

  • While in Public Beta, some Buzzeasy features are not supported for the new voice workflows. This includes, but not limited to, callback, campaign calls handling, priority routing and voice conversation odata 2.0 reporting. We are working tirelessly to bring tons of new features to voice workflows 2.0. Please note that all new voice related features will be exclusive to Voice Workflows 2.0 and Voice Channels 2.0 once their Public beta is complete and are officially released.

Voice queue treatments​

We are happy to introduce Voice Queue treatments 2.0 with an enhanced user experience. We listened to your feedback for our previous queue treatments design and introduced a much more visual option for queue treatments 2.0

Steps: Play announcements, Set background music, queue position, offer callback

  • Steps now contain a wait as well, administrators no longer have to manually add a wait.
  • Added delay at the start of the queue. Some carriers are slower than others, at times Buzzeasy processing is much faster than the carrier resulting in the first queue treatment message to be cut off. We introduced the delay timer where an administrator can specify the delay before begining the actual treatment.
  • Easy navigation to Queue position/Callback offer bundles. Simply click the highlighted words to bring up the bundle you are looking for on the right hand side of the screen.
  • Added repeat treatment from option. Select the step you wish to repeat from.
  • Added timeline to provide an estimate for when a particular queue treatment step will be executed.

Voice Channels 2.0 Public beta new features​

  • Added support for consult/transfer to channel for Voice Channels 2.0
  • Added support for requesting callbacks through Voice Channels 2.0 (this option is available by using Voice Channels 2.0 with Workflows 1.0 currently)

Odata 2.0 Public Beta updates​

A new wave of data is being added to Odata 2.0 in an effort to announce the official release as soon as possible. If you wish to review the data in the new odata feed, get in touch with us.

  • Added email conversation data for historical reporting
  • Added business hours / out of hours durations to email conversation data (exclusive - this feature is not available for odata 1.0) to be able to report on how much time an email spent outside of business hours and create better SLA based reports.

Quality of life changes​

  • Portal users can now click their profile icon and click the Copy button to obtain their tenant ID.

Security enhancements​

  • Various security enhancements incuding restrictions for file uploads by end users and agents as well to ensure the system is not used for malicious purposes.

Other changes and fixes​

  • Fixed an issue the question and repeat message were sent simultaneously under rare conditions for the Customer identifier node in the chat workflows.
  • Fixed an issue where External contacts list would display an error under rare conditions.
  • Fixed an issue where Teams Reports KPI would appear to be stuck.
    • Added a refresh boost as well to make reports refresh faster. Based on our calculations, refresh should happen aproximatively every 5-10 seconds based on the report you are viewing.