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June 24, 2023

This release brings another round of new features to Campaigns, Callbacks, the Agent Workspaces among others.

Campaign and callback updates​

Agents to schedule callbacks any time​

Agents can already reschedule a preview outbound campaign task to a later time. Now they can do the same outside of campaigns while engaged in an inbound or an ad-hoc outbound conversation, or even during lookup. Instead of marking a deadline in a separate calendar or a piece of paper, this feature helps agents to accomplish this on the spot, any time – saving time and energy.

Controlling campaign dial attempts​

Agents can dial a customer from a campaign task on multiple occasions in various circumstances (e.g. redialing or rescheduling) using one or more phone numbers. Doing this too many times however might frustrate some customers, so Buzzeasy now allows optional limits on these.

Limit task dial attempts​

A new Campaign property Limit task dial attempts was introduced for administrators to designate a total number of dial attempts from a campaign record in the scope of a single task. This way agents handling such a task will only ever be able to dial and redial the same customer (potentially across multiple phone numbers) up to this limit, thus avoiding customer nuisance.

Limit campaign record reschedules​

Rescheduling a campaign task will close the current one and open a new one at the designated time, therefore the above task dial limit will get reset. To maintain control on the number of calls, Buzzeasy also introduces the Limit campaign record reschedules optional feature. With this, agents will only be able to reschedule a campaign record up to this number of times.

Campaign record retention time​

In order to decrease clutter, Buzzeasy starts to purge "finished" campaign records when they reach 14 days old. We consider a campaign record "finished" when they gain either Completed, Failed, Auto-cancelled or Cancelled states.

Customer data updates​

The following enhancements are available with regards to our Customer Profile database.

Supervisors to edit custom fields​

Supervisors could already expand the customer database schema with custom fields, but now they can also see and edit the contents of these. This allows closer control on the customer database.

New customers in business units of the conversation​

New customer records created by the agents will automatically be associated to the Business Unit of the inbound conversation (Channel), or the Agent Workspace for outbound and lookup scenarios.

Agent Workspace updates​

The following Agent Workspace related enhancements are made available in this release.

Default outbound channels​

Agent Workspaces can now optionally designate a default email or voice channel for outbound. This benefits the agents during Lookup and ad-hoc outbound scenarios as they do not need to spend time selecting the same channels over and over again.

This feature is available in Agent Workspaces > Lookup Settings.

The Allow agents to select option retains the previous behavior, and is the default.

Display during lookup​

The new Display during lookup option allows Supervisors to designate which Agent Workspace is going to be listed for the agents. This again benefits agents as they will have shorter lists to select items from before being able to initiate an ad-hoc outbound conversation.

This feature is available in Agent Workspaces > Lookup Settings.

Historical datafeed updates​

We present the following OData schema updates in this release.

  • Added the channel's email address for email conversations to better identify the business context.
  • Added the SMS channels into the channel lookup table.

Further updates and bugfixes​

  • Completion code lists now gain a vertical scrollbar on the portal in case the list does not fit the screen.
  • Activity History filter now contains the SMS media type.