July 8, 2023

In this release we continue to add enhancements to our Campaigns structured outbound calling services.

Adaptive Campaign record queuing

We fine-tuned the way Buzzeasy queues records of a campaign, based on the number of skilled agents logged in. Upon starting a campaign, we take somewhat more records then this figure (~110%) and keep on queuing this many as agents process and close them, until the campaign is stopped. Buzzeasy makes sure the number of queued items is continuously meeting this figure. This is in contrast to the previous behavior, where we queued the records at fixed intervals.

The system evaluates the number of skilled agents logged in with a 2-minutes frequency in each campaign, which means that if this number changes while the campaign is running, then the change will be reflected in 2 minutes. This however does not affect the instantaneousness of queuing the records.

The change means campaign records are processed way faster and qualified agents are kept more busy with these tasks.

Campaign specific historical reporting details

We added a dedicated data table in our historical data feed for campaigns. Details such as the followings are now available:

• Percentage of processed records

• Record metrics such as summary of overall talk time, ring time, time spent in various states, etc.

Other improvements

• Custom Customer data fields are now available in the Workflow's Switch node for decision making.

• Agents can now dial a new customer without having to fill out their details and save them first into the customer database, thus greatly speeding up their ad-hoc dialing experience in such cases.