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September 21, 2024

This release introduces voice transcription for agents, QnA bot enhancements, and more!

Changelog​

  • NEW Voice Transcripts for Agent Calls

    • Agents can now view transcripts of their voice calls in their activity history.
    • This feature uses AI technology and is not enabled by default for all agents. Buzzeasy administrators can activate this feature for specific tenants.

  • NEW Audit Log Improvements

    • Added audit logs for changes to agent configuration. Changes to business units, attributes, and work item thresholds are now visible in the audit log section of the portal.
    • Media groups are now displayed for workflow and channel changes when viewed through the audit log menu.
    • Added the option to search the audit log by entity name.

  • NEW Chat Transcript Visibility

    • Chat transcripts are now available for browsing via Portal > Historical Reports > Task History reports.

  • NEW QnA Bot Enhancements

    • QnA bot replies now support using customer data such as {Customer.FirstName} or workflow data such as {WorkflowData}, enabling custom integrators to provide an enhanced experience through the QnA bot.
    • When the QnA bot replies, it will now automatically populate variables with the appropriate data, if available.

Bugfixes​

  • RESOLVED Fixed an issue where the portal's audio controls would not properly work.
  • RESOLVED Resolved an issue where in some cases the auto-cancel was not working properly for the callback duplicate detection.
  • RESOLVED Fixed an issue where a portal user was receiving an error when trying to view the activity history of a customer through the portal.
  • RESOLVED Resolved an issue where a postponed record would not be received by an agent if the supervisor made changes to it through the portal.
  • RESOLVED Fixed an issue where agent could have their access denied to view their own evaluation.