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January 18, 2025

This release brings additional AI functionality, ability to record the entire call, additional reporting data and more.

Change log​

  • NEW Configure Automatic Conversation Categorization Rules for Chat
    • We're introducing the ability to configure automatic conversation tagging rules for chat, which can be set up via an endpoint or directly in the portal. A new menu, Categorization Rules, will be available under Administration > Categorization Rules
    • Each rule can be assigned to a specific channel, and once a chat conversation ends, the system will automatically tag the conversation based on the assigned rule using LLM.
    • Conversation tags will have two levels: Main Category and Subcategory
  • NEW Provide Answer Speeds for Chat Conversations
    • We’re introducing a first customer answer speed field in the OData feed for outbound chat conversations. Additionally, we will calculate and provide the agent's average speed of answer per conversation, the customer's average speed of answer per conversation, and optionally, the bot's average speed of answer per conversation.
    • Please note that these properties will only be calculated for chat conversations that occur after this release. For conversations that were completed before the release, these values will be null. This update will help track response times and improve insights into customer-agent interactions.
  • NEW Configure Automatic Conversation Categorization Rules for Email
    • We’re introducing the ability to configure automatic conversation tagging rules for email.
    • The rules will include a tag name and a description, which provides an English explanation of what the tag means, when it should be used, and examples. Tags will follow a two-level structure: Main Category and Subcategory, with both fields having a limit of 100 characters.
    • When an email workflow node is added, it will automatically tag conversations based on the rule, using LLM to analyze the first email sent by the customer.
    • The outputs of the node will be either Successful or Uncategorized, and the main category and subcategory applied will be stored as workflow data. This will allow the data to be used in a switch node for routing decisions.
  • NEW Record the Whole Call
    • We’re adding the ability to record the entire voice call from start to finish, working alongside the existing solution that records only the customer-agent side.
    • The complete recording will be accessible in historical conversation reports and will later be subject to categorization rules once transcription becomes available, covering the full conversation, including both customer-bot and customer-agent interactions.
    • The option to record the whole call or just the agent task is set by a Buzzeasy global administrator per tenant.
  • NEW Conversation Categorization Reports
    • We’re introducing conversation categorization reports in the portal with visual displays. These reports will show the main topic and subtopic.
    • The portal structure will be organized under the Insights menu group, where you will find separate menus for Call, Chat, and Email insights. Within each of these menus, there will be a Categorization tab. The default section will display two visual elements: a Category Distribution pie chart and a Subcategory Distribution pie chart. These visual reports will offer a comprehensive and interactive way to analyze conversation categorization data, with options to filter by media type and date range.
  • UPDATED Increased bulk import for knowledge base Question & Answer pairs from 100 to 1000.
  • UPDATED Improved usability and visibility of the Portal > Roles menu by displaying tooltips with permissions granted by a specific role.
  • RESOLVED Fixed an issue where images without a preview would have no close button during chat conversation when clicked and zoomed in.
  • RESOLVED Fixed an issue where mp3 files could not be played directly in the workflow.
  • RESOLVED Fixed an issue where the processing state was displayed twice in the campaign states dropdown.
  • RESOLVED Fixed an issue where the customer phone number was not visible in the agent application campaign interface if the voice mail feature was enabled.
  • RESOLVED Fixed an issue where the SLA threshold and EWT limit could not be changed in the queue nodes due to a visual issue.
  • RESOLVED Fixed an issue where the supervisor could not delete chat templates from the portal.
  • RESOLVED Fixed an issue where the webchat widget would automatically open when refreshing the page or navigating to another page on mobile devices after opening the widget at least once.