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August 12, 2023

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

Mandatory Completion codes​

Previously, completion codes were optional for agents when closing their tasks, allowing them to skip specifying a closure code if it wasn't necessary. However, this posed challenges for supervisors who needed completion codes for reporting purposes. To address this, we are introducing a new toggle that puts the control in the hands of supervisors. They can now mandate the selection of a completion code before closing a task.

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Supervisors can find the new toggle under Portal > Configuration > Agents > Mandatory Completion Code. When enabled, agents must select a completion code before closing their tasks; otherwise, the task-closing button will be disabled.

Please note that the wrap-up timer configuration can override this functionality when turned on. If the wrap-up timer has a value and is active, the mandatory completion code will not take effect. Agents can close tasks without setting a code, or they can wait for the timer to elapse, which will automatically close the task.

In conclusion, supervisors now have the flexibility to decide whether it is more beneficial for their business case to close tasks automatically for faster processing or to require agents to select a completion code. In a future iteration, we plan to enhance these controls even further.

Agent Experience​

We received valuable feedback from our users around campaign task handling, in this release we are addressing the most common user error that occurred around campaign handling by the agent. We are removing the Schedule Call button from the Customer Data for campaign tasks as agents used this option instead of the reschedule button to reschedule calls. Removing this button will remove any confusion from the Agent.

Task History​

We are adding historical reporting for tasks on the Buzzeasy Portal. Supervisors can find this under Portal > Historical Reports > Tasks. A list with all the tasks is presented.

It displays:

  • The task media type represented through an icon
  • The task end date-time, when the task was closed. Hover your mouse over this information to display the start time and duration as well.
  • The agent name that handled the task.
  • The channel and queue.
  • The customer name and identifier (phone, email address)
  • The task result, notes and completion codes.

Additionally, by default the list is ordered to show newest tasks on top. The list can be searched by agent or customer, and filtered by channel and/or queue.

This allow supervisors to view tasks easily and fast, in the short-term future, additional functionality will be added such as transcripts or recordings. Please note that the portal historical report shows the most important data and is not manipulable, as such, complex reports cannot be created using this approach. Supervisors and analysts should still refer to our odata feed or Power BI template in order to access further data or create complex reports.

Odata feed updates​

We have introduced additional data to our OData feed, providing more valuable insights for your contact center analytics. The updates include:

  • Customer Ring Duration for Outbound Calls: This data will enable BI Analysts to subtract the ring time from the total call time and utilize ring time for various analytics, ultimately improving contact center performance.
  • Added Login Flag to Agent State Changes: This new data will allow supervisors and BI Analysts to determine when an agent logged in for the first time in a given time period. It also allows tracking each login event of an agent, which can be valuable for finance and HR purposes. We hope these enhancements further enhance your experience with Buzzeasy. If you have any questions or feedback, please don't hesitate to reach out to our support team.