September 30, 2023

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

Team reports & agent cards

1. Customer identifier for agent cards: Know who your agents are talking to. Agent cards now display the customer identifier - email address or phone number - through the expanded view of an agent card.
2. Channel name added for agent cards: The channel name is now displayed on an expanded agent card for interactions. Know if your agents are handling calls from the proper channels!
3. Conversation direction added to agent cards: The direction of the conversation & type are added to the agent cards through icons providing even more valuable insights into agent's activity.
4. Time in state at a glance: The state duration of an agent was already available when the agent card was expanded, based on your feedback, we've added it to the collapsed view as well to be able to look at multiple time in states at once without additional clicks.

Other changes

• Cancelling Campaign tasks as agents will no longer make the agents available, instead, the agents will be put in Afterwork where they can add completion codes and notes.
• Identified and resolved an issue where a campaign record was stuck at a particular agent due to a transient network issue between our voice services.
• Voice logging improvements done to enable operations teams to serve our users easier and faster.