This release focuses on enhancing the email functionality of the new agent application based on user feedback. It includes interface improvements, new features, and various bug fixes.

Highlights​

• Enhanced email user interface for better usability.
• Added queue name visibility in email previews.
• Resolved multiple bugs for a smoother experience.

Email User Interface Improvements​

• UPDATED Popup Size Adjustment: The popup size for using templates has been adjusted to improve scrolling, searching, and previewing.
• UPDATED Search Box Enhancement: The search box for templates has been visually improved for easier navigation.
• UPDATED CC & BCC Fields: These fields are now hidden by default to maximize usable space. They can be enabled with a dedicated button when needed.
• UPDATED Increased Usable Space: Paddings and margins have been reduced to increase the overall usable space in the email interface.
• UPDATED Reduced Warnings: Removed unnecessary warnings from fields to minimize eye discomfort.
• UPDATED Simplified Close Button: Replaced the dropdown close button with a simple X button for consistency and simplicity.
• NEW Queue Name Display: The queue name is now displayed in the email preview and during email conversations.
• RESOLVED Image Rendering Issue: Fixed a rare issue where some image types were not properly rendered when received by the agent.
• RESOLVED Email Transfer Notification: Resolved an issue where the email transfer notification was not properly translated.
• RESOLVED Work Area Expansion: Fixed an issue where the work area expanded too much when using email.

Other Improvements​

• RESOLVED Scripting Cut Off: Addressed an issue where the scripting was slightly cut off in the evaluation popup.
• RESOLVED Create Email Popup: Fixed an issue where the Create Email popup did not disappear on its own after a channel was created.
• RESOLVED Backend Errors: Various backend system errors have been resolved to enhance stability.

This release brings significant improvements to voice call handling and more!

Voice​

NEW Added option to ensure voice calls over WebRTC are automatically accepted by the agents. When this feature is enabled, agents will no longer need to manually click the accept button, as calls will be automatically connected.

NEW Added voice call in-app notification feature. When an agent is engaged in a non-voice task and a new inbound task is routed to them, they will receive an in-app notification. They can then choose to either accept the call and switch to the task, accept the call while keeping the current task in focus, or reject the call and move to a pending break. This streamlines the process for agents, saving them time and reducing the number of clicks and mouse movements required.

NEW Added the option to create Contact Books and provide agents with additional contacts through their directory for collaborative scenarios. These contact books ensure supervisors and admins have full control over the contact directory.

This release cycle brings new Webchat features, new AI features, additional Wallboard feed KPIs and more!

Chat changes​

NEW The Webchat Widget now adds an attention hook configuration menu. The first attention hook we are adding is shake. When turned on, and a delay set, the widget will wait the set amount then begin shaking to bring the user attention to the widget. Time between shakes is also set thorugh the same delay.

RESOLVED Resolved an issue where the incoming chat timer was displayed as Not A Number to the agents.

NEW Added Markdown support to the webchat widget pre-conversation messages.

NEW Widget will now render markdown pre-conversation messages.

RESOLVED Fixed a rare issue where agent messages would not be properly received after the user refreshes the page hosting the widget.

NEW Added the option to enable QnA question-answer pairs through AI with Admin to approve/reject them based on chat conversation transcripts.

Other​

NEW Added the option to disable automatic screen-pop in Dynamics. This ensures the agent has full control over and which record is popped.

NEW Added JSONata support to the Buzzeasy realtime feed.

RESOLVED Fixed an issue where To/CC/Bcc fields were not working properly for emails through the new agent application.

RESOLVED Fixed an issue where buttons were not full displayed when replying to an email on certain screen sizes.

NEW Added average handling time KPI to the wallboard feed.

NEW Added the Total inbound calls KPI to the wallboard feed.

NEW Added the average afterwork KPI to the wallboard feed.

UPDATED Adjusted the Audit database tier.

UPDATED Primary tab selection logic in Agent UI2 has been updated for better stability.

UPDATED Adjusted error message clarity for CRM-related issues.

During the seventh release cycle of the year we released updates to our campaign functionality that aim to improve the operational efficiency of the supervisors and save agent time.

Campaigns​

UPDATED Delete callback on customer connect can now be used with the Campaign-level duplicate detection. Please note that this does not scan for duplicates during file upload, this applies only to records added through callback.

UPDATED Callbacks are no longer registered when a customer abandons a call in a queue that targets a campaign in which the customer already has a record in Newly Added, Processing or Rescheduled states.

NEW Introduced the option to Clone campaigns. Navigate to your desired campaign, click Details, then click the Clone button. Here you can click on any tab to make the necessary changes, or you can skip to the last time and click Create. Buzzeasy pre-filled all the details from the source campaign to ensure operational efficiency.

RESOLVED Fixed an issue where the Campaign services would attempt to clean-up conversations that do not have an ID. This results in server errors without additional user impact, but may result in performance degradation if left unattended.

RESOLVED Resolved a low reproduction rate issue where the complete buttons were missing after a campaign call was disconnected.

UPDATED Campaign service code clean-up improving the overall campaign service performance.

Other changes​

RESOLVED Resolved an issue where sometimes the new Agent Application would stop working with the STATUS_ACCESS_VIOLATION result on Chromium-based browsers (such as Microsoft Edge, Google Chrome or Opera) due to an issue in Chromium. Some animations have been adjusted or removed as a result.

RESOLVED Resolved an issue where WebRTC calls would be disconnected when the user clicked Cancel on the refresh warning prompt. Clicking Refresh will still disconnect the call as that is a current limitation.

We are pleased to announce the changes in our sixth release of the year.

This release brings enhancements to our new agent application.

New agent application​

Changes to the agent application listed below:

UPDATED The activity history now displays additional results such as the Estimated Wait time limit and the No available staffed agent results. Previously, those were displayed as unknown.

NEW Agents can now collapse the entire right side of the screen containing the Customer Data, Activity History and the Scripting (if applicable) if they need more space for the conversation interface, such as, viewing large emails or chat conversations.

NEW 4 new languages added in this release. French, Italian, Spanish and Dutch.

UPDATED The task manager now shows media specific icons.

RESOLVED Resolved an issue where the cursor would jump at the begining of the editor for email conversations.

Webchat Widget​

Changes to the webchat widget listed below:

NEW The webchat widget will now play a sound when a new message is received. Users can turn this off by clicking the 3 dots menu, then the notification sound button in the dropdown. This will ensure the user does not miss messages.

NEW Visible message now plays a sound when it is presented to the user and acts as an attention hook.

RESOLVED Fixed a visual issue for the information message displayed when the user downloads a transcript from the widget.

Other changes​

RESOLVED Fixed an issue where under rare circumstances a voice call transfer to an external party would result in an abrupt disconnect.

RESOLVED Resolved various operational errors related to the reporting services.