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October 12, 2024

This release brings Case management functionality to the Buzzeasy agents and more!

Case management​

Buzzeasy administrator can enable case management functionality for selected tenants.

Case field definition​

Administrators can configure the fields for cases the agents will create through the Agent Workspace. Here, under the Cases tab, Custom fields, open statuses and close reasons can be defined.

These fields will be used by agents when creating a new case through the selected agent workspace.

Agents to create cases​

Agents can now create cases for tasks they are working on. This option is available in the Activity History section of the agent application.

Cases can be created or modified. A timeline is displayed to show the progress of a case.

Additionally, agents can review the case for a particular customer through the Lookup.

Other changes​

  • UPDATED Increased the email attachment size from 10MB to 20MB.
  • UPDATED Email attachments that are not on the supported list are no longer removed for inbound emails.
  • NEW Dark theme is now available in the Agent Application.
  • NEW When using the customer tracking feature, the chat interface will now display the page the customer was visiting when an outbound chat was initiated to them.
  • NEW Added an indicator to display that there are unread messages in a task that is not in focus.
  • NEW Added the option for supervisor to preview the agent layouts through the portal on 3 different screen sizes.
  • RESOLVED Queue position, callback offer and estimated wait time announcements are no longer mandatory. Users can now upload any of the bundle type without needing to upload all 3 of them.
  • RESOLVED Fixed an issue where cursor was moving unexpectedly when editing an email template.
  • RESOLVED Fixed an issue where email channel creation was not properly displayed in the audit logs.
  • RESOLVED Fixed an issue where Display Name and Job title changes were not displayed in the audit logs.