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July 22, 2023

We are pleased to announce the latest Buzzeasy release, featuring a new wave of enhancements to Campaign management, supervisor controls, and the agent experience. These improvements aim to provide more valuable insights, streamline operations, and increase overall efficiency. Here are the highlights:

Campaign Management​

Introducing two new columns in the Campaign record listing:

  • Last Handling Name: Supervisors now have visibility into the agent who last handled a campaign record. This information is invaluable for reporting, quality assessment, and training purposes.
  • Preferred Agent column: This column informs supervisors about the agent assigned to a specific campaign record. It can display "Anyone" if there's no preferred agent or the agent's name, which can be clicked to access their settings and details conveniently opened in a modal.

Additionally, Supervisors can now cancel records that are processing, providing better control over campaign management. If the record is already with an agent, it cannot be cancelled and an error message will be displayed instead.

Supervisor controls​

We enhanced the supervisor and administrative experience with additional controls.

  • Disable Recording Controls for Agents: A new option under Portal > Configuration > Voice > Recording default behavior > Allow agents to control recording behavior enables supervisors to prevent agents from discarding or keeping recordings. This ensures compliance with recording policies and avoids unauthorized changes.

  • Restricted Numbers: A new menu under the Voice category > Restricted numbers allows users to upload phone numbers that should not be called due to governmental regulations or company policy. The system will prevent agents from dialing restricted numbers via Lookup, Campaigns, or Callback. Inbound scenarios are not affected by the Restricted Numbers list.

Agent experience​

We've enhanced the agent experience as well in this release.

  • Scripting for Adhoc Calls/Emails: Scripting now automatically opens for adhoc calls and emails performed through the Lookup feature. This eliminates the need for additional clicks, streamlining the workflow for agents.
  • Schedule Callbacks for Myself: Agents can now schedule callbacks for regular conversations, to themselves. By clicking the "Schedule Call" button and selecting "myself," agents can set a target campaign and date/time for automatic reminders to follow up with specific customers.