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November 23, 2024

This release brings performance improvements, a new workflow node and quality of life changes.

Change log​

  • NEW We've added a new Sampling Node to our workflows. This node will help workflow designers distribute conversation on two routes based on the sample percentage selected.
  • NEW We've added the option to disable an email channel in Buzzeasy, temporarily instructing Buzzeasy to no longer retrieve & route emails from the configured mailbox.
  • NEW We've added audit logs for changes performed in the Configuration menu > Chat / Email tabs.
  • UPDATED Improved campaign performance by automatically stopping long running unused campaigns.
  • UPDATED Updated chat related services to a newer technology improving the stability and the performance of chat related functionality.
  • RESOLVED Fixed an issue where language changes in the agent application would be applied only after a refresh.

November 16, 2024

This release brings new AI features, additional audit log entries and more!

Change log​

  • NEW We've added the option to filter website visitors based on an IP-range to exclude employees from the list presented to the agent.
  • RESOLVED Fixed an issue where the email UI would be displayed blank when the conversation being routed to the agent did not have the TO field populated.
  • RESOLVED Fixed an issue where an agent could appear available for several hours when force logout was triggered and a network issue occurred on the server side at the same time.
  • NEW Added External tasks count to today wallboard feed KPI list.
  • RESOLVED Fixed an issue where the confirmation link in the agent invite email would lead to a legacy Buzzeasy portal for new tenants.
  • UPDATED Separated the customer chat messages based on who received the message, the agent or the system/bot.
  • UPDATED Rejected tasks are now included in the Task Missed counters across the portal & agent application.
  • NEW Added volume control for the ringtone in the Agent application, profile settings. Agents can now specify a lower volume for the ringtone.
  • NEW Added the option to display more than 3 suggested replies on WhatsApp.
  • NEW Added audit log entires for changes to the config menu > chat/email tabs.
  • NEW Added the option to summarize the conversation during wrap up and automatically populate the notes field with the help of AI. This is available for chat & email conversations.
  • RESOLVED Fixed an issue where missing agent logout events cause skewed attendance reports due to force-logout being triggered under certain conditions.

November 9, 2024

This release brings stability improvements and the option to delete business units.

Change log​

  • NEW We've added the option to delete business units. When deleting a business unit, all entities are de-associated, with the exception of customer records and campaign records, which are deleted.
  • NEW Added audit log entries for changes to the Config Menu > Agents tab.
  • UPDATED We update email related services to newer technologies to improve overall stability of emails.
  • RESOLVED Fixed an issue where email conversation were flagged as "Connected" when an agent was forcibly logged out while having the task (due to network issue, closing the tab, etc)

November 2, 2024

This release brings filtering options for the agent task history along with additional historical reporting data.

Change log​

  • NEW Agents can now filter their task history by applying various filters such as: Media type, channel, queue, date time and more. Additionally, the agents can now search their task history by a phone number or email address.

  • NEW New data now available in the odata feed alowing BI developers to present how long an agent was assigned to a business unit.

  • UPDATED Buzzeasy scripting can now be used in parallel with an external page. Previously, only one or the other could be displayed to the agent.

  • RESOLVED Fixed an issue where the email address capitalization was not checked when creating a new user/agent.

  • RESOLVED Fixed an issue where sending emails could result in an error message.

  • RESOLVED Fixed an issue wehre the incoming notifications had the decline button cut off in some languages.

October 26, 2024

This release brings the Predictive dialing mode for campaigns and quality of life enhancements.

Change log​

  • NEW Predictive dialing mode for campaigns. With predictive dialing mode Buzzeasy now allows processing large customer volumes without agents having to launch or clasify an outbound call through the predictive dialing mode.
  • UPDATED Increased the upload limit of records into the contact directories to 5000 from 1000.
  • NEW Talk time is now displayed in the Portal > Historical Reports > Tasks when the mouse is hovered over the duration.
  • RESOLVED Fixed an issue where the save button might be inactive when creating a new email template.
  • RESOLVED Fixed an issue wehre the voicemail related string was not translated.
  • RESOLVED Fixed an issue where under specific circumstances an attribute could not be created for a new tenant.
  • NEW Workflow & customer data can now be referenced in the Menu Selection, Custom Question nodes and their suggested replies.
  • NEW Added audit logs for changes to the Configuration > Misc tab.
  • NEW New Service Now CRM integration supporting Click 2 dial, screen pop and activity logging into the Interaction Manager.