Welcome to the fifth Buzzeasy release of the year!

This release brings new functionality to the Webchat widget, stability improvements and new functionality to our Agent Application.

Webchat Widget​

In this release we are introducing tools for web developers embedding the Buzzeasy Widget into their website that allows them to control the Badge-Only or Visible messages content and trigger.

NEW Client-side API for the webchat widget allowing for custom messages now available.

The Invite message is the equivalent of the Badge-Only message while the PromotionalMessage is the equivalent of the Visible message from the Widget configuration.

New Agent Application​

The new agent application receives exclusive functionality in this release.

NEW We are excited to announce that Chat Templates are now supported within the agent application. Agents can now select templates for Chat conversation through the dedicated Templates button in the chat interface. Templates must be configured by the supervisor before the agent can see them. Templates are also known as quick replies.

NEW Agent can now use the # key to quickly search templates with their keyboard. Simply type the # key and the title of the templates you wish to use to see the results on the screen while you type. Press the tab key to navigate to the search results and enter to include them in your chat.

Other changes​

UPDATED Improved backend services resiliency when outages outside of our control occur.

RESOLVED Fixed an issue where calls would take the CustomerDisconnected result in reports resulting in faulty calculations for the customers using our templates. These calls are now properly displayed as Abandoned.

RESOLVED Fixed an issue where portal admins would fail to revoke portal access for agent users when using a specific set of permissions.

We are excited to reveal the changes of our fourth release of the year.

This release brings new features for our webchat widget, additional CRM support and quality of life changes.

Webchat Widget​

The webchat widget is back on our table and is due to receive major improvements. In this release, we are changing the Welcome message behavior. Instead of having the standard 3 options No Message, Welcome Message, Invitation Message, we transition to a Pre-Conversation approach. Pre-conversation messages can now be turned on or off. Turning these messages off is the equivalent of the former No Message.

Turning Pre-conversation messages on will now reveal the 3 available types:

• UPDATED Hidden Message: Hidden messages will display only after the user opens the widget. This does not provide any attention hook and is the equivalent of the former Welcome Message.
• UPDATED Badge-only message: This type of message displays an unread notification counter enticing the user to click the widget, open it, and see the message. This is the equivalent of the former Invitation Message.
• NEW Visible Message: This type of message displays the entire configured message without the user opening the widget. This message provides an excellent tool to grab the attention of the user and ensure they see your message without having to open the widget.

NEW The webchat widget configuration now allows setting up a delay for two of the three message types, the Badge-only and the Visibile message. The delay will allow waiting a couple of seconds before displaying the message. Configure the delay under Webchat > Your channel > Widget Configuration.

New Agent Application​

Our new agent application has been under heavy development for some time and it is time to unveil that it is now out of the beta stage!

In this release we are bringing additional enhancements and bugfixes to the new agent application as follows:

• RESOLVED Fixed an issue where users would receive the wrong notification when failing to pick up conversations from the Waiting list.
• RESOLVED Fixed an issue where WebRTC-specific notifications were improperly translated.
• RESOLVED Fixed an issue where the Directory button would display the wrong icon for a specific use case.
• RESOLVED Fixed an issue where browser notifications would not work for voice calls under specific circumstances.
• NEW Firefox support has been added in this release as the QA team now tests against Firefox as well besides Google Chrome and Microsoft Edge. This is so that we can ensure stability if Chromium-based browsers introduce bugs that are affecting the agent application.

This release brings new workflow functionality and flexibility.

Administration​

Agent Disconnect output for Voice Queues​

In this release, we have introduced the enhancement of enabling the "agent disconnect" output for voice queues. This feature allows the workflow to respond to the event of an agent disconnecting from an active conversation, enabling additional routing or surveys to be carried out seamlessly. This enhancement caters to the most common use-case of post-call surveys without requiring the agent to transfer the call to a dedicated survey channel. It is important to note that this output is triggered exclusively when an agent disconnects the call.

Check Queue State node​

It has been some time since we last introduced a new node to our workflows. With this release, we are pleased to unveil the Check Queue State node. This addition is designed to enhance the customer experience by enabling the real-time checking of queue states at any stage of the workflow, allowing immediate routing based on the check result. This functionality is particularly beneficial in complex workflows with numerous menus and submenus, as it eliminates the need for customers to navigate through the entire flow only to discover that the queue is unavailable.

The new node offers outputs similar to those of the queue node itself, providing administrators with the ability to pre-check the queue. It is important to note that certain conditions must be met to ensure proper checking. For example, in the case of the 'no agents' condition, the outputs must be configured on both the queue and the check node.

Configure wrap-up reset per Agent Workspace​

The Agent Workspace is receiving another important feature that allows supervisors to set a timer reset counter. First, you need to override the global wrap-up timer setting, then enable the wrap-up timer, and activate the agent reset toggle. Finally, select one of the values.

Agent Application 2​

The new agent application is receiving another exclusive feature: the wrap-up reset. If set by the supervisor as mentioned above, agents will have the option to reset the timer.

This does not affect historical reporting, and the agent's total time is displayed alongside a progress bar indicating the maximum wrap-up time.

The Task Manager displays the reset button and remaining resets only when this feature is enabled; otherwise, the standard wrap-up timer is shown.

CRM Agent 2​

We are excited to unveil our brand-new Agent application for CRM. The first supported CRM is Microsoft Dynamics 365.

In this release, we are adding screen pop functionality, click-to-dial, and phone call activity log.

See the dedicated page for more details here.

We are excited to reveal the changes of our second major release of the year.

This release brings brand-new features for the new Agent Application, changes to customer administration and more!

New Agent Application​

Chat changes​

• Implemented agent assistance feature which suggests up to 3 replies based on the conversation queue configuration. When a customer triggers matching criteria, suggested replies are displayed in the chat interface for the agent's convenience.
• Improved workflow for agent interactions with suggested replies:
  • When an agent clicks anywhere on a suggested reply (except the paperclip icon), the message is automatically added to the input box, allowing the agent to edit it before sending.
  • Agents can now send suggested replies directly to the customer by clicking the paperclip icon, streamlining the process without additional clicks.
• Enhanced media handling capabilities to support playback of Instagram stories.
• Agents can now quickly identify the source channel of incoming chats, improving efficiency in handling and prioritization.

Task History for agents​

• Implemented Task History tab within the agent performance dashboard. When agents are available or on break and access the dashboard, clicking on the Task History tab now displays their task history for the past 7 days, excluding tasks done by other agents.

• Improved user experience by displaying key details of tasks at a glance in the Task History tab. When agents check specific tasks in the Task History tab, customer name, media type, direction, date, and time are now displayed without the need to expand the item, providing quick and efficient access to essential information.

• Expanded task details view in the Task History tab to include additional information. When agents expand a task, they can now view phone number, business unit, completion code, work item result, and notes, providing comprehensive insights into each task's context and outcome.

Others​

• Added the option to transfer to Internal users that are Busy, Away or Unavailable through the Internal Contacts tab of the Directory, allowing agents to transfer calls to the backoffice regardless of the state set in Teams.
• Added queue information such as queue name and queue time to call Preview to enhance the agent experience by providing additional context before accepting a call.
• Added queue name to the active call to provide additional context during the call to the agents.

Administration​

Download customer records​

We introduced the ability for admins to export customer records for a specific business unit in CSV format. Admins can now filter and download data items based on criteria such as email, phone, and name.

The export functionality includes phone numbers, external profiles, and custom schema data, enabling admins to work with comprehensive dataset.

Custom ID for users​

Introduced functionality to link the internal ID with the Buzzeasy user ID through the Custom ID field of a user's profile.

The CustomID is now available in the User's lookup table in the oData feed.

Others​

• Resolved an issue where supervisors could not cancel a campaign record if an agent missed the record task and was moved to RONA break.
• Fixed an issue where under rare circumstances agents having the same business unit were not properly displayed in the directory.
• Stability improvements to campaign task handling for Agent Application 1 and 2.

Happy New Year and welcome to the first Buzzeasy Release of the year.

Before the development team went on a well-deserved holiday, we wanted to finalize a few features we had planned for 2023, and once we returned, we started our 2024 roadmap.

Here's the change log for this release.

Changelog​

New campaign features​

Last year, we mainly focused on outbound campaigns, along with launching the brand new agent application. We didn't want to end 2023 without adding some extra features to our campaigns. Here's a brief rundown:

• Supervisor Reschedule Management: Previously, supervisors couldn't change agent schedules directly through the portal. With this new feature, they can now adjust the target agent as well as the target date parameters. Just click the pen icon on a Newly Added or Rescheduled record to begin.
• 'Created By' View in Portal for Campaign Records: This new field displays who created a record. It could be a portal user, an agent, 'Customer' for callbacks requested in queue, or 'System' for records generated automatically. For records created before this update, 'Upload' will be shown.
• Performance improvements to avoid race conditions. Race conditions happen in any systems and are generated under significant load, campaigns now are much better at avoiding race conditions that could cause unintentional behavior through the supervisor actions.

New Agent Application 2.0 features​

The agent application received the following features in this release:

• Enhanced browser notifications: These notifications enable agents to stay informed about events occurring within the agent application, even when they are concentrating on other tasks. The updated new agent application displays notifications for:
  • RONA break.
  • Incoming Voice call.
  • Supervisor state change.
  • Incoming email task (RONA for email enabled).
  • New email task (RONA for email disabled).
  • New campaign task.
  • New email message.
• Added validation for the Directory in the new agent application to prevent accidental symbols while transfering calls externally.
• Fixed an issue where tags were displayed in certain prompts.
• Fixed an issue where the date was displayed in 2 different formats in the settings menu.
• Added phone number clean-up when pasting phone numbers into the Lookup -> Adhoc dial pad. Copying from other files is now easier as any special characters are automatically removed. Please note that if special characters are needed those can still be added by hand.
• Added error message to the campaign interface when an error occurs in the background instead of showing a loading animation.
• Chat interface 2.0. Chat interface has been added with base-line functionality. Chat is still under development and will receive additional features shortly to close the gaps on the existing chat solutions.