August 26, 2023

We are pleased to unveil the latest enhancements introduced in this release to the Buzzeasy platform.

Task History Improvements

The Task History feature, previously introduced to the Buzzeasy Portal earlier this month, has received additional functionalities:

1. Playback and Download Recordings: Supervisors now have the capability to evaluate tasks based on playable and downloadable recordings. These recordings are seamlessly integrated with scripts that must include the [QM] tag in the title.

2. Email Notification: Agents will receive an email containing a link to their evaluation, and a copy of this email is also sent to the respective supervisor.

3. Agent Evaluation Page: A dedicated agent evaluation page has been added for a more comprehensive evaluation process.

4. Reload and Update Evaluation: Users now have the option to reload and update the last evaluation, ensuring flexibility in assessment.

Campaign Enhancements

This release introduces further functionality to the voice campaign feature:

1. Record Upload Safety Net: To prevent duplicate uploads and ensure data integrity, the record upload button will be disabled until the current operation is completed.

2. Callback Request Visibility: Both agents and supervisors now have visibility into who initiated a callback request, which can be attributed to the Customer, Agent, or the System, depending on the requester.

Reporting enhancements

1. Evaluator visibility: Buzzeasy Users that are not agents nor supervisors are now added to the historical reporting odata feed in order to be able to display the evaluator ID and name for evaluation reports. Additionally, CreatedAt timestamp was added.

Other enhancements

1. Added support for Whatsapp pin location. Agents can now receive pin location from Whatsapp as a text message in Buzzeasy, being able to use a map application to navigate to the location sent by the customer.
2. Visual upgrades to Campaign user interface, Customer data panel, Activity history.