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April 22, 2023

This release brings additional functionality to the Agent Workspace, Business units and quality of life enhancements.

Agent workspace changes​

Earlier this year we introduced the Agent Workspace as a brand new portal entity. Agent Workspaces could be assigned to queues for the purpose of having queue specific scripting.

Business units can now be assigned to Agent Workspaces as well. This will be used to filter the Agent Workspaces the agent sees during Contact Lookup by the Business Unit.

Additionally, we are introducing 2 new features to agent workspaces.

Configurable disposition codes for Agent Workspace​

We are introducing the option to configure disposition codes for a given Agent Workspaces, which translates into having the option to set different disposition codes per queues, since Agent Workspaces are assignable to queues.

If disposition codes are set on an Agent Workspace and the workspace is assigned to a queue, any interactions through that queue will only have these disposition codes, the channel level codes are not displayed.

External webpage support​

Besides the build-in Buzzeasy scripting that supports collecting data and many other features, we are now introducing support for external webpages. These webpages must support displaying content in an iFrame.

Additionally, we are now passing the following data to external webpages:

  • Agent Token
  • Customer identifier (phone or email)
  • Agent Details (name, ID)
  • Workitem ID
  • Conversation ID

The data can be used for customer solutions and integrations with Buzzeasy.

Portal Changes​

As per tradition, the portal is receiving a fresh batch of new features and enhancements.

  • Introduced grid helper for Workflow editor. You can now arrange nodes easier with the grid helper.
  • Based on feedback, we've made the Agent Configuration the default tab when clicking on an agent's profile.
  • We added a new custom integration node for Workflows. This will be used for various custom integrations with Buzzeasy.
  • We introduced last activity for customer records and the option to filter by the last activity. This will help Customer Record administrators clean up old & stale records significantly easier.

Historical Report Template Changes​

Version 2.4.0 of the Power BI template for Buzzeasy is released and ready for download. Please visit the BI Reports section to see the template's documentation and the latest release's download link.

The main changes from the last version are:

  • Configured incremental refresh for when the template is published to Power BI Service.
  • Created new 'Variables' page to report on data collected in agent workspace.
  • United 'Agent States' and 'Agent State Changes' pages.
  • Other smaller updates and corrections.

For a more detailed list of changes, see the change log.

Other changes​

  • Added Business unit lookup for the Odata feed.
  • Fixed an issue where videos could not be sent over through whatsapp.
  • Various non-service affecting errors fixed.
  • Added the option to pass workitemID to the built in scripting as well.
  • Added queue SLA in seconds to queue segments for the Odata feed.