July 1, 2023

We continue to enhance Campaigns, Agent Workspaces, and release a host of quality of life improvements.

Campaign record management improvements

Creation time filter

The campaign contact record list can now be filtered based on the creation time of those records (effectively the time they were uploaded). For more persistent campaigns where supervisors might perform multiple upload sessions on a routinely basis, this becomes an effective tool to zoom in on the set of records of interest.

Canceling records

Supervisors can now cancel contact records for example to avoid processing them for whatever business reason.

Agent workspace features

Override Wrap-up timer

Administrators wishing to control how much time agents spend wrapping up their admin work after each conversation already can specify wrap-up timers on a tenant-level. In larger tenants, with more than one type of business workflow this might not be ideal for all teams. Therefore Buzzeasy now offers the ability to override this tenant level setting on an Agent Workspace level. Agent Workspaces are a set of Buzzeasy configurations concerning inbound and outbound workloads – they help organizations better finetune Buzzeasy services to the various different business scenarios in their contact centers. With the wrap-up timer now duplicated into the Agent Workspaces, administrators can now override the global (tenant) level setting, matching the need of the various agent groups.

Override hold music

Similar to the wrap-up timer, now the hold music feature can be defined in the Agent Workspaces as well, overriding the tenant level property. This means inbound and outbound calls served by different agents can now play different hold audio (playing separate on-hold announcements).

Other updates

• Voice announcement bundles can now be deleted from the portal.
• In case voice calls are transferred to external consultants, the historical datafeed now contains their phone numbers.