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October 8, 2022

Buzzeasy Release 26 of 2022 brings further data for our brand new Odata feed 2.0 (Public Beta), Agent assist 2.0, Workflow editor enhancements, and more.

Workflow editor​

The workflow editor was released officially a couple of releases ago, however, we continued to improve it. We received feedback that cloning is extremely helpful for the quick creation of new workflows. We took it to the next level and added two layers of cloning.

  • Added workflow cloning. You can now press the clone button to clone a workflow. The user will be asked to provide a new name, and all the nodes from the original workflow will be copied over.
  • Added the option to clone a node. Creating multiple nodes with similar data is common, especially for complex routing scenarios, we added the option to clone a node to speed up the process. You can now simply click the Clone button on a node to create an identical copy of it. Please note that while the details are copied over, no inputs or outputs are filled in by default to give the flexibility back to the user to place the node wherever the user wants.

Voice channels 2.0 BETA​

Earlier this year we teased that Voice channels will find their way onto the portal. We completed that step and added Voice channels 2.0 to the new portal. The provisioning experience is the same as for our digital channels. We are now in the test drive phase, once completed we will officially announce Voice channels as being day-to-day use ready.

  • Added Voice channel provisioning to the new portal.
  • Added a description field for scripting.
  • Added the option to search a channel by phone number.
  • Added the option to mark a channel as default for outbound through the settings page.
  • Added visual to show which channel is set as Default for outbound.

In addition to that, we are currently working on the User Experience for Voice workflow and Queue Treatments. You should expect those to appear in the portal over the coming months.

Agent Assist 2.0​

Agent assist, or Question answering for agents, was in a difficult spot offering little flexibility in terms of configuration. We created a brand new one with a significantly improved user experience.

  • Agent Assist is now configured on a Queue level. This is exclusive to workflow 2.0
  • You can now specify a different QnA configuration for your Agent Assist than for your QnA as it will not be inherited from your existing workflow QnA setup. This brings the advantage of using the QnA bot node and Agent assist in the same workflow but with different configurations as they serve different types of users. In addition, QnA Configurations allows you to define different confidence threshold for each of your QnAs. Agent assist will no longer have a default 50% confidence score.
  • Agent experience slightly changes. If QnA cannot find an answer, then the agent will be presented with your QnA option set by the administrator in case there is no answer. By default, this is the "No answer" suggested action.

Odata 2.0 Public Beta changes​

OData 2.0 is our next big thing, as such, we continued to add data to the existing data.

  • Added Chat conversation level data. Learn more about Odata 2.0 public beta and available data here.
  • Added local timestamps to all available entities. This will reduce the processing done by Power BI. The local timestamp is set according to your timezone settings specified on the Teams level.
  • Added channel name lookup. This can be used for filtering purposes and to create better reports. Please note that only channels created through the new portal are visible here.
  • Custom question bot finish info has been added. Previously, custom questions did not provide any information for reporting purposes. We are adding that data to be able to analyze your customer responses to improve your suggested actions or menu selections.
    • Please note that we collect up to 100 characters from a customer's reply to a custom question. This data is not aggregated under any category, raw data is available, however, based on your requirements, you may group and categorize this data as per your preference.

Other changes​

  • Fixed an issue where activity history would display the same data when the agent had multiple tasks from multiple.
  • Added the option to customize the Bot subheader text. You can now personalize the text that will be shown to your users when using our new webchat widget.
  • You can now configure the SLA threshold, Abandoned Threshold, and visual thresholds for Queues in the same place. Navigate to Reports > Queues and click the edit icon to do so.
  • Various User Interface improvements.

What's next?​

  • We are designing a brand new Whatsapp provisioning experience, code name WhatsApp 2.0.
  • We are working to bring email channel provisioning on par with our latest channel provisioning experience.
  • Workitem reporting for chat and email will enter development shortly.
  • We are designing voice queue treatments and workflows in order to be able to bring them to the new portal over the coming weeks.
  • Portal user experience improvements.