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March 11, 2023

The 4th Buzzeasy release of the year brings new features around scripting, odata feed enhancements and more!

Portal Changes​

We are introducing the Agent Workspace concept with this release. Agent Workspace is the place where various configurations can be made, and assigned to a queue.

In the Buzzeasy Portal, we added a new menu, called Agent Workspace, currently the configurable available option is Scripting.

You may select a Scripting from the list, turn on data collection, edit the selected script or open the script editor.

Other portal changes:

  • Renamed TenantSettings role entity to Configuration.
  • Fixed an issue where the lack of Configuration permission would not allow a supervisor to change the agent's state.
  • Fixed an issue where the editting and deletion of voice channels / workflows was tied to the wrong role-base access control entity.
  • Added the option to enable scripting in the portal.
  • Added the option to set the scripting role through the portal.

Scripting Changes​

  • We added the option to configure scripting per queue through agent workspace. Once a conversation reaches an agent through a queue, it overwrites the channel level scripting.
  • Added the option to collect scripting data in Buzzeasy's Odata feed 2.0. These are tied to a workitemID.
  • The agent application now renders scripting from queues as well as channels.

Digital Channels​

  • Added the option to quickly release a conversation back to the queue it came from for chat. The originating queue is highlighted in the agent application when the agent transfers a conversation to a queue.
  • Fixed an issue if pressing enter very fast would not send the message to the chat widget.
  • Fixed an issue where pressing enter twice in a rapid succession would create two outbound email conversations.
  • Added Preview & RONA for email conversations. Turn on RONA for email conversations by navigating to Portal > Configuration > Email > RONA. If disabled, emails are auto-accepted.
  • Added Send Reply node for email workflows. Use this to notify customers about your business hours, that their email will be processed soon, or to answer common questions while being paired with intent evaluator node.

Voice changes​

  • Added the option to configure alternative number for inbound channels. Phone number still remains the primary number and will be used for outbound calls.

Odata 2.0​

  • Added channelNumber to the Calls data. This will allow supervisors to see which channel number the customer used to reach out.
  • Added channel ID in bot segments. This allows supervisors to filter bots by channel ID.
  • Added email subject to email conversations. This allows supervisors to gather data around the most common subjects the customers use.

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.

  • RONA for callbacks and campaigns (2.0 Exclusive)
  • Auto-schedule abandoned calls as callbacks. (2.0 Exclusive)
  • Scripting Enhancements
  • Agent Contact lookup (Tentative)
  • Customer record blacklisting for supervisors
    • Many more.