Buzzeasy releases are back! The first release of the year brings a brand new report on the portal, first party knowledge base, customer satisfaction node for chat & voice media groups and more!

Change log​

• NEW Historical Conversations Report now available.
  • We've added a Conversations Report to the portal, accessible under Historical Reports > Conversations. This new feature provides insights into past interactions and makes it easier to analyze customer communication trends. This report's primarily use-case will be to analyze interactions between the customer's and Buzzeasy's upcoming AI-powered conversational bots.
  • The Conversations Report displays a list of interactions, including the media type, customer information, channel, workflow, and start date (with the most recent conversations listed first and a date-time filter that defaults to the last 7 days). Additionally, the report includes the conversation length and an indicator showing whether an agent was involved in the conversation.
• NEW View Conversation Transcript in conversation reports
  • We've added the option to view full conversation transcripts for chat and email within the historical conversation reports. A new button will now allow you to easily access the complete transcript for any chat or email interaction, providing a more detailed view of the conversation history.
• NEW AI-Powered Conversation summary in the conversation reports.
  • We've introduced the option to view a quick conversation summary with a single click in the historical conversation reports. This summary provides a few key lines about the interaction, allowing supervisors to quickly assess the conversation.
• NEW Knowledge base store
  • We're introducing a new Knowledge Base feature on the portal, located under the General section. This menu allows administrators to manage knowledge base articles effectively.
  • Admins can create and manage multiple knowledge bases, manually adding Question | Answer pairs or use the bulk upload functionality. A description is also required, which acts as a prompt for the upcoming Buzzeasy AI-conversational bots.
• NEW Customer Satisfaction Node for Chat Workflows
  • We're introducing a Customer Satisfaction node for chat workflows, allowing you to gather feedback from customers after chat interactions.
  • The Customer Satisfaction node allows workflow designers to set a custom rating message, such as "Please rate this conversation from 1 to 5." You can configure up to 5 labels, each linked to a value from 1 to 5. While the values 1, 2, 3, 4, 5 are hardcoded, designers can optionally assign display labels for the customer’s view. The options button is hardcoded as "Options." The node includes settings for retry count (defaulting to 0) and a mandatory retry message if the count is higher than 0.
  • The outputs include Collected (mandatory), 1-5 (optional, for routing), and Retry Exhausted (mandatory). Customer input is validated to ensure unusable values are not accepted, and the collected data is stored in historical reporting to be used for customer satisfaction reports.
• NEW Customer Satisfaction Node for Voice Workflows
  • We're introducing the Customer Satisfaction node for voice workflows, enabling you to gather feedback from customers at the end of their voice interactions.
  • The node allows workflow designers to set a custom audio message, such as "Please rate this conversation from 1 to 5." The rating values are non-editable, with a retry count option and a mandatory retry message if the count is greater than 0.
  • Outputs include Collected (mandatory), 1-5 (optional, for routing purposes), and Retry Exhausted (mandatory). The system validates customer input to ensure that only usable values are accepted, and the collected data is stored in historical reporting to generate customer satisfaction reports.

The last release of the year is here bringing an email bugfix and the preferred agent routing functionality

• NEW Queue-Level Preferred Agent Selection
  • We're introducing the ability to enable Preferred Agent Selection at the queue level, giving you more control over customer-agent interactions.
  • Key Functionality:
    • Queue-Level Toggle: Enable or disable preferred agent selection on a per-queue basis. Set a Preferred Agent Timeout to define how long the system should wait for the preferred agent before routing the conversation to another agent. When the preferred agent feature is disabled, agents cannot set themselves as preferred.
    • Agent Actions: Agents can assign themselves as the Preferred Agent for specific customers via the customer data panel. Agents can also remove themselves as the preferred agent when necessary. Agents cannot assign other agents as preferred.
    • Routing Logic: When a preferred agent is set and the customer enters the queue, the system prioritizes routing the customer to that agent. If the agent is unavailable (busy, offline, or lacking the required business unit/skill assignment), the Preferred Agent Timeout determines when the conversation is released to other agents. For tasks routed to another agent, the customer data panel will display the previous preferred agent and allow the new agent to mark themselves as the new preferred agent if needed.
• RESOLVED Fixed an issue where the Email signature was not displayed in the email signature menu after a refresh

This release brings additional functionality to the Case Management feature and bugfixes.

Change log​

• NEW Browse Cases on the Portal
  • Supervisors can now browse and manage cases directly through the portal with a new Cases menu under the Customers section. This menu is available only if the case feature is enabled for the tenant.
  • Case List Display: Shows cases from the last 3 months, prefiltered to the last 7 days for a focused view containing various details about the case with searching and filtering options.
• NEW Supervisor Access to View & Edit Case Details
  • Supervisors now have the ability to view and edit case details directly from the case list. By clicking on a case, they can access its full details and make updates as needed.
  • Edit Options:
    • Update the subject, notes, and custom fields.
    • Change the open reason or close the case.
  • Note: Closed cases are locked and cannot be edited.
  • Audit Timeline: Any changes made by a supervisor are logged and reflected in the case timeline, visible to both agents and supervisors.
• RESOLVED Fixed an audit issue that caused removing attributes from agents to be shown as updated by Unknown user instead of the actual user.

This release brings new email features, additional audit logs and more!

Change log​

• NEW Download transcript for email conversations
  • Introduced the ability to download email transcripts in .eml format, including any attachments, with an option to access and download them directly from the .eml file.
  • Ensured email transcripts display key details such as email addresses (customer/channel) and timestamps for clarity.
  • This feature is available through the activity history, on the agent side as well as the supervisor side when accessing the activity history through the Customers menu on the portal.
• NEW Salesforce CRM integration
  • This feature integrates the Buzzeasy Agent interface into the Salesforce CRM.
  • Key features include:
    • Screen Pop: Instantly display relevant customer information during interactions.
    • Click-to-Dial: Enable effortless calling directly from Salesforce.
    • Interaction Saving: Automatically save interaction details based on Portal configurations for consistent record-keeping.
• UPDATED Audit Log for Voice Menu Changes
  • We're introducing an audit log to help you track changes made to the Config > Voice menu. This update ensures greater transparency and control over your configuration.
  • The following actions are now logged:
    • Turning Limit Outbound Dial Duration on/off and adjusting its duration.
    • Modifying the RONA Timeout Duration.
    • Changing the Campaign Duplicate Level (campaign/tenant).
    • Enabling or disabling Delete Callback on Customer Connect.
    • Updates to the configured Callback Request Key.
    • Toggling Use Channel Number as Dialing Number.
• UPDATED Improved Mobile Experience for Widget Webhost
  • We've updated the widget webhost to enhance the mobile user experience by disabling zoom functionality. With this change, the widget will now maintain its intended layout and functionality on mobile devices, ensuring a smoother and more consistent user interaction.
• RESOLVED Fixed an issue where selecting the 100 display option in the Knowledge Bases is not showing all the entries.
• RESOLVED Fixed an issue where reporting services could malfunction resulting in wrong data to be displayed on the portal. Data stored has not been affected.
• RESOLVED Fixed an issue where the recording configuration could not be saved.

This release brings bugfixes and quality of life improvements.

Change log​

• NEW Automatic email requeue on agent disconnect.
  • If an agent is logged out unexpectedly, such as by closing a tab or due to connection issues, the system ensures their assigned emails are returned to the queue. The agent is marked as preferred, allowing them to regain those emails seamlessly once they're back online. For tasks in the AFTERWORK state, where the email conversation is no longer active, this process does not apply, ensuring completed tasks remain unaffected.
• NEW Display the preferred agent in the queue reports listing
  • Enhance queue visibility by displaying the preferred agent directly in the waiting list. This can be accessed through the portal under Real-Time Reports > Queues > Waiting > view details (magnifying glass icon).
• RESOLVED Fixed an issue where conversation summary AI feature was not available for chat and email conversations in some cases due to AI systems limitations.
• RESOLVED Fixed an issue where the audit log would display null values for campaigns after stopping the campaign.