This release brings bugfixes and improvements

Change log​

• RESOLVED Resolved a configuration issue where if scripting was not set for a tenant, agent invitation could fail.
• RESOLVED Resolved an issue where in rare cases hidden or anonymous phone numbers could request a callback.
• RESOLVED Resolved an issue whre spaces were not eliminated automatically for copy pasted numbers during transfers.
• RESOLVED Resolved an issue where the translate button was displayed in the chat even if the feature was not available.
• NEW Added a new KPI to the wallboard feed. Abandoned Today KPI.
• NEW Scripting is now turned on for all users when the feature is enabled for a tenant removing the need to manually enable it for each user.

This release brings additional functionality to the administration portal and resolves additional issues.

Change log​

• NEW Introduced the option to specify attributes during agent creation to reduce the time spent configuring agents.
• NEW Live calls & chat conversations can now be evaluated during supervisor monitor using scripts containing the [qm] tag.
• NEW Added a new agent filter for Lookup tasks in the Historical reporting > Task section.
• NEW Added the option to configure webapps for agents through the portal. These webapps will be displayed as a clickable option in the Buzzeasy Agent application removing the need of bookmarks for agents. The webapps will be open within the agent application.
• NEW Added workflow variable support for email templates. Workflow variables will now be used within the email templates allowing supervisor and administrators to configure more personalized email templates based on collected workflow information.
• UPDATED Changed the break visuals for agents based on feedback. The agent application will not select a different visual from a pool of images.
• RESOLVED Fixed an issue where the refresh button in the task history was not working properly.
• RESOLVED Fixed an issue where the Chat consumption reports were not updating properly.
• RESOLVED Resolved an issue where sometimes 2 edit text boxes were displayed for email templates.
• RESOLVED Resolved an issue where the Last interaction column was not populated.
• RESOLVED Resolved a visual issue where it was difficult to see the CC recipients of an email thread.
• RESOLVED Resolved an issue where email templates were added to the bottom of the email.

This release brings minor bugfixes as we are preparing for the upcoming big features.

• RESOLVED Fixed an issue where the download transcript banner was not localized in the webchat widget.
• RESOLVED Fixed an issue where The toggle notification strings were missing for a few languages in the widget.
• RESOLVED Fixed an issue where Tenant switching on the portal would result in longer loading times.
• RESOLVED Fixed an issue where Webchat conversation history would not be displayed in the widget to the customer if the customer refreshes the page.

This release brings performance improvements across various services.

Change Log​

• RESOLVED Website Visitors Performance Issue: Resolved a performance issue caused by the Website Visitors feature that resulted in slow loading times for the agent performance dashboard.
• RESOLVED Webchat Widget Stability Issue: Fixed a stability issue with the webchat widget caused by connectivity problems to the configuration storage.
• UPDATED WhatsApp Location Messages: WhatsApp location messages now include a Google Maps URL, allowing agents to view the sent location with one click.
• NEW Programmatic Webchat Widget Opening: Added the option to programmatically open the webchat widget, enabling third-party integrators to provide a richer experience for their users.

This release brings enhancements to the new agent application and introduces new features.

Agent Management​

• NEW 2-Level Completion Codes: Administrators can now configure two-level completion codes per Agent Workspace. Each main code can have multiple subcodes. Agents will see a list of main codes, and on hover, the subcodes will be revealed for selection. Both the main code and subcode will be applied to a task.
• NEW Mandatory Script Completion: Administrators can now require mandatory script completion before task closure. This ensures agents cannot close their tasks without completing the associated script.
• NEW Auto-Close Warning Notification: The agent application now displays a warning notification 30 seconds before a task is automatically closed. If the wrap-up timer is set to less than 30 seconds, this warning is displayed immediately, ensuring agents are informed in time.

Agent Experience​

• NEW Windows Notification for Incoming Chats: Added Windows notifications for incoming chat conversations, ensuring agents are aware of new conversations even when not focused on the agent application.
• NEW In-App Notification for Incoming Chats: Added in-app notifications for incoming chat conversations, allowing agents to manage multitasking more effectively.
• RESOLVED Call Button Inactivity Issue: Fixed an issue where the Call button would become inactive for a campaign task after the first call attempt.
• RESOLVED Make Active Customer Button Issue: Fixed an issue where the Make Active Customer button would not work properly.