March 4, 2023

Welcome to the 3rd Buzzeasy release of the year! We've been preparing great features for this major release and we're finally able to reveal the details. We cannot wait to hear your feedback!

Callbacks & Campaigns 2.0

The first entity in Buzzeasy's new portal were Campaigns. This was our initial attempt into building a baseline callback and outbound preview functionality, however, it was designed with the old system functionality in-place. Buzzeasy went through a major overhaul over 2022 and now we are ready to take it one step further. Introducing campaigns & callbacks 2.0.

Buzzeasy's new portal now features a new entry called Campaigns 2.0. This is a working title until all of our users are migrated over from legacy portal and system to the new one. Old campaigns are now called Legacy Campaigns. This is to offer backwards compatibility during the migration phase, however, all the new functionalities and features targeting callbacks are targeting the 2.0 version. You will see the 2.0 Exclusive tag on those features.

Read below all the new features for this area:

• New Menu: Campaigns 2.0.
• 2.0 Exclusive New creation process for Campaigns, you will now manually create a campaign, be it for outbound preview or callback.
  • You may now use Manual or Automatic routing.
  • You may now set an SLA threshold & Attribute requirements.
  • You may now used SLA based routing with campaigns.
  • You may now configure Business hours and Completion codes for campaigns.
  • You now need to setup the outbound channel only -- this is for the purpose of displaying a phone number to your end customers.
  • You may now specify an announcement bundle.
• 2.0 Exclusive Refreshed icon, font, user interface for the campaign 2.0 menu.
• 2.0 Exclusive Introduced a Callback bot node for voice workflows.
  • This node needs to be set as the output of Callback requested.
  • Additionally, target campaign for your callbacks for a particular queue need to be set. This is only available if your queue treatment contains an offer callback step.
  • The new node currently has a single Registered output without any configuration, however, in the future it will become more populated as we roll out more callback features.
• 2.0 Exclusive Added the option to turn on callback duplicate detection on a tenant level. Find this option in Configuration > Voice > and select Tenant.
• 2.0 Exclusive Added the option to delete callback requests if the customer manages to reach an agent through a different route or the agent manually dials the customer that had an active callback request. This feature is available only if duplicate detection is turned on on a tenant level. Turn the auto delete feature on by navigating to Configuration > Voice > Delete callback on custommer connect. Records affected by this will be marked as "Auto Cancelled".

We will reveal more new callback features in the upcoming releases.

Multiple announcement bundles

We introduced the option to create multiple announcement bundles for callbacks and position in queue. You may reference these bundles in the Queue Treatment 2.0 Exclusive or the new campaign 2.0.

Legacy queue treatments will use the Default bundle, already created for you post release. You may still change the content of this bundle, but you may not reference a newly created bundle in the legacy queue treatments.

Chat changes

Digital Channel enhancements continue! We prepared another round of changes for our digital channels, such as:

• Introduced mobile support for the webchat widget.
• Introduced the ability to turn on Redirect on no answer for chat conversations. Turn this feature on by navigating to Configuration > Chat > RONA. If this feature is disabled, then chat requests will be automatically accepted. Otherwise, the agent will see a preview screen, where the agent needs to accept or reject the new request. Additionally, an elapsing timer is displayed.
• Added trusted domains for webchat channels. You can now specify website domains where the chat widget can be embedded. This is to prevent websites impersonating you from embedding your widget. If the widget is embedded into a site that is not whitelisted, it will simply not be displayed.
  • Turn this feature on by navigating to Chat > Webchat > Your channel > Widget configuration > Trusted domains.

Email changes

As part of the digital enhancements roadmap item, email media group also received some love but more to come in the upcoming releases, here are the changes:

• Introduced the ability to transfer an email conversation to another queue belonging to the same workflow.
• Added default outbound channel for email.

New portal changes

As always, besides what's already mentioned above in terms of administration, the new Buzzeasy portal received the following changes:

• Customer management added to the portal.
  • New Menu: Customers
  • You may view your customer list stored in Buzzeasy.
  • You may search or filter them by name, phone or email address.
  • You may view and edit individual records.
  • You may create new customer records.
  • You may delete customer records.
  • Added selection mode to support Bulk delete.
  • Many more to come!
• Fixed an issue where Queue Timeout output was active even if no queue timeout was set.
• Fixed an issue where Email and Voice channels would start with the same digit in terms of IDs.
• Fixed an issue where the redirect for Agent Settings button was wrong.
• Fixed an issue where Voice configuration did not load properly.
• Fixed an issue where creation time for legacy campaigns did not work in the case of callbacks.

Other changes

• Activity history is now using our Odata 2.0 feed.
  • New workitem results
  • Added conversation duration
  • Added disposition code
• Agents may now download chat transcripts for past chat conversations through the activity history.
• Fixed an issue where email transfers would not work with the Evaluate Customer intent node.
• Fixed an issue where cherry picking for voice calls did not work properly.
• Fixed an issue where Call ended was briefly displayed for the receiving agent in case of a transfer.
• Fixed various call issues related to system performance.
• Added a layer of auto-heal in case of reporting. The system will attempt to identify anomalies in reporting resets and automatically heal. We are closely monitoring this situation and will take further steps if needed.
• Other system performance and stability improvements.

Excited for more? Here's what we're looking at next:

Here's a list of things we would like to do in the upcoming weeks. Keep in mind that this list is tentative and such is incomplete, some items may change or removed altogether.

• Enhanced data collection for scripting
• Multi-inbound numbers for voice channels.
• RONA for callbacks and campaigns (2.0 Exclusive)
• RONA for email conversations.
• Auto-schedule abandoned calls as callbacks per queue. (2.0 Exclusive)
• • Many more.