May 13, 2023

This smaller release focuses on our Contact Lookup feature in Buzzeasy Agent.

Contact Lookup improvements

Buzzeasy stores customer contact details for identification and business processing purposes. The Lookup feature provides access to the customer database (and other lists) even without working on any particular task.

Activity history

We now display the activity history of the selected customer in the Lookup form. This means agents can see not just the customer database details (e.g. name, phone number, email address, etc.) but the complete contact center activity history as well.

Entity segmentation by business units

To enhance the effectiveness of business units as a means of segmenting an organization, we restrict agent visibility of certain business entities. Going forward, agents will only have access to agent workspaces, customers, and channels that are associated with their respective business unit.

Agents without business unit association will only see entities that are outside of business units as well. In other words tenants that do not use business units will not observe any change in the Contact Lookup behavior.

Other changes

• The email editor now allows the browser's spell-checking engine to work on the body text. This is not a spell-checker Buzzeasy provides; we simply allow the browser's built-in mechanism to cover text inside our editor.

• Fixed an issue with our webchat widget. The widget is a piece of code that gets embedded into the corporate websites of contact centers to offer chat capability to end customers. This widget contains many configuration options with regards to styling, look and feel – including header texts, font sizes, etc. Previously, when customers configured the widget with a relatively long header text, the ellipsis icon (to access the menu with options like ending the conversation, etc.) could became hidden, and therefore inaccessible. This is now corrected.