This release introduces the callback with voicemail feature along with several quality of life improvements.

Change Log​

• UPDATED Improved email technology, enhancing stability for all email-related functions.
• NEW Supervisors can now enable Callback requests with voicemails via the Campaign > Callback settings page in the portal. Customers can leave a voicemail when requesting a callback, and the voicemail announcement must be uploaded to the announcement bundles.
• NEW Agents can now play back customer voicemails left during callback requests through the campaign interface in the Agent application.
• NEW Supervisors can now play back recordings directly from the portal while viewing campaign records.
• RESOLVED Fixed an issue where the audio path wasn’t properly established during call transfers using the new Asterisk voice infrastructure.
• RESOLVED Addressed an issue where an event was incorrectly handled by a service, causing delays in agent operations.
• NEW Added data to the OData feed, enabling BI analysts to generate KPIs for agent time spent on specific business units.
• UPDATED Reduced cache duration for attributes and business unit assignments to agents. Changes now apply in under 5 seconds, down from 60 seconds.
• NEW Added an option to summarize voice transcripts in the activity history using AI technology.
• UPDATED Introduced search by name functionality for customer import jobs, agent apps, chatbots, and QnA bots.

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.

This release brings the Turkish localization to the agent application and additional portal enhancements!

Change log​

• NEW Added the Turkish language to the Agent application.
• NEW External tasks now shown in the Teams reports' agent card, allowing supervisors to identify the amount of external tasks agents handle. External tasks are lookup tasks where scripting is ran against a customer record.
• NEW Added the option to search queue treatments by their names.
• NEW Added the option to search email templates A-Z and search them by their name.
• NEW Added the option to filter audit logs by date-time.
• UPDATED Email editors default font is now set to Arial.

Bugfixes​

• RESOLVED Resolved an issue where no error message was displayed when the total size of attachments exceeded the maximum threshold.
• RESOLVED Fixed an issue where the webchat channel search field was case-sensitive.
• RESOLVED Fixed various translation issues.

This release brings the Business units activation/deactivation option to the agents.

Supervisors can enable the option for agents to be able to enable or disable their own business units.

Supervisor can view the state of a business unit assigned to an agent either through their agent menu or the team reports.

When the feature is enabled, the agents will be prompted to confirm their business unit selection when they login. Using the toggles, they can disable or enable the business units they have assigned to them before starting their shift.

Additionally, the agents can perform these changes at any time through their profile menu if the Business unit configuration needs to change during the day.

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.