We are excited to announce new QnA bot functionality and a brand new supervisor monitoring experience.

QnA changes​

We received feedback from our customers that our QnA bot would benefit from further flexibility and we listened carefully. In this release we are introducing the Menu selection capabilities to the QnA bot. Workflow designers can now add exit prompts for the QnA bot from the workflow, these exit points will only be displayed to the end customer if the QnA answer doesn't have a follow-up prompt configured. If the customer clicks one of the exit prompts, or the QnA will exit, then the customer can be routed further in the workflow.

New supervisor controls​

The portal was using the older Call Control to enable supervisors' monitor, whisper and barge-in options. With the launch of the Beta Agent, our brand new Call control was very well received, as such, we decided to migrate the portal supervisor control to the brand new controls. Besides an improved look and feel, it brings WebRTC support. Supervisors can now use WebRTC for their monitored calls.

This release enhances our Odata feed with additional information, adds new functionality to our Beta agent application and improves the performance of our services.

Beta Agent changes​

As the Beta Agent is our main focus, in this release we're adding a fresh batch of features to it.

Agents can often press keys they don't mean to and refresh the browser, or misclick the numerous tabs they have, when using the Beta agent, they no longer have to worry about accidentally refreshing or closing the tab as it will now display a prompt asking for confirmation. Please note that the prompt is not displayed if the agent is not busy.

Additionally, WebRTC support has been added to the Beta agent. WebRTC-enabled agents can now enjoy an improved calling experience through the Beta Agent.

Moreover, we've added browser notification support for cases where the WebRTC connection is lost due to internet issues, incoming calls, RONA states, incoming emails so that agent focusing on other browser tabs can still be informed of what's happening in the Beta agent and not miss tasks.

Other changes​

• We've added evaluation handling data to our odata feed so that the BI developers can create reports for the evaluators performance.
• We've improved the performance of our chat & voice bots related services.

We are excited to reveal the change-log for this release, bringing exclusive features to the brand new agent application, new queue announcement and more!

Estimated Wait time​

This release brings the long-awaited estimated wait time announcement. You may now configure your queue treatments to stream the estimated wait time to your waiting customers.

The estimations work based on an algorithm we design to predict the wait time of a customer based on the current position in the queue, the average handling time of agents and the number of available agents. In short, we store how much was the actual wait time, how large was the size of the queue and the amount of active agents to determine the estimated wait time for a new conversation.

Estimated wait time will always vary depending on the load your agents are facing, but the algorithm is design to adapt quickly and provide as accurate as possible wait time for your customers.

Find the new announcement bundle under Voice > Announcements > Your announcement > Estimated Wait time. Find the new queue treatment step under Voice > Queue Treatmetn > Your queue treatment > Estimated Wait time.

Beta Agent changes​

• Task manager now display the wrap up time. If a wrap up timeout is set, instead, the countdown is shown.
• Added the option to BCC for email. This will easily allow agents to blind carbon copy someone into an email.
• Added channel name of the conversation for email. This will easily allow agents to see where the conversation is coming from.
• Added German language.

Other changes​

• Performance improvements for voice & chat services

We are pleased to reveal that additional functionality being added to the newly released Beta Agent application in this release as well as further configuration options in the Agent Workspace and additional webchat functionality.

RONA configuration per Agent workspace​

The Agent workspace introduced earlier this year serves as an easy way to customize various agent-related settings and assign these to a queue. This time, through agent workspace we are enabling the RONA configuration for chat, voice, and email conversations. Configure the rona behavior per agent workspace and assign the workspace to a queue to benefit from different RONA settings for each of your queues.

Beta Agent new functionality​

Email is now enabled in the Beta Agent. Agents can now enjoy a signficantly improved email experience through the Beta Agent application. We will add the first round of exclusive features for email in the upcoming release.

Additionally, we've added translation support to the agent application. The first two languages are, besides English, Hungarian and Romanian with more languages to be added soon. Need a language specifically? Reach out to us, we are happy to collaborate on adding more languages.

Webchat changes​

• Earlier this year, we released the webhost for our widget, which allowed mobile developers to include our webchat widget into their Android/iOS applications. We are adding extra functionality to the webhost to allow passing customer & workflow data through it. This is done by passing it through the URL. The data that can be passed is First Name, Last Name, Email Address, Phone number and workflow data. See this URL as an example: https://webchat-qa.buzzeasy.com/?tenantId=xx&channelId=xx&customer_firstName=Webhost&customer_lastName=Testing&customer_email=test@buzzeasy.com&customer_phone=12345&workflow_myKey=123
• Passed that is now sent over through the widget into the workflow.
• Added widget animation on hover.

We are happy to reveal that our brand new agent application is now publicly available as an open beta!

Beta Agent key additions​

• Added Main application, find it at https://betaagent.buzzeasy.com
• Added login, break control and settings menu.
• Added the option to handle an inbound call
• Added lookup and the option to initiate outbound conversations.
• Added transfer screen to call control for calls so that the agent can see who is transfering the conversation to them.
• Added task manager to be able to close tasks.
• Added campaign view to be able to handle campaign tasks.
• Added agent performance dashboard.
• Added prompt when the agent loses internet connection.

Other changes​

• Added the no available staffed agent options to queue. The system will check if the agents with the proper skills are actually available before entering the queue, if not, and this output is not blank, then the conversation will follow the path designed through the workflow.