We are pleased to reveal the changes around customer management, routing and campaign management brought by this release.

Customer Management​

Earlier this year we introduced several tools to manage the Buzzeasy customer records, this time we are introducing the ability to download a log for the customer record import job. This long will present the result of each contact record and can be used to modify and re-upload the faulty records.

Campaign changes​

We are reworking the campaign record upload solution to process each record individually in order to provide record data to BI analysts through our Odata feed. This change will not affect the campaign record experience.

Additionally, other campaign performance and stability improvements were carried out in this release.

Other changes​

• Added the option to restrict agent access to external contacts.
• Added the option to block agents from accessing recordings during their evaluation.

We are pleased to announce the latest Buzzeasy release, featuring enhancements to the webchat widget on mobile device screens, further integration options for it and more!

Webchat changes​

The widget received a handful of quality of life changes aimed to make it friendlier with mobile devices as well as open an integration points for mobile devices.

Here is a break-down for Webchat-related changes:

• Added a break-point for the widget, when the width is smaller than 400px, the widget now enters full screen as the size is usually a mobile device, to enable further controls and improve the user experience with the widget while on a mobile. Please note that while the limit is 400px, on Ultra/MAX devices with large screens, the widget may not enter full screen as the break-point is not reached. Such devices examples can be the iPhone Pro MAX or the Galaxy Ultra series.
• Improved readability and adaptability when the widget is full screen on a mobile device to enhance the user experience of customers interacting with the website and the widget through a mobile browser.
• Added Hebrew translation to the Webchat widget. Find this new option under Webchat > Your channel > Language.
• Added webhost page to support embedding the widget into an Android or iOS application through various Web-Based Content for Android or the WebKit for iOS. This will allow mobile developers to embedd the widget easily into their mobile applications. Grab the integration url from Webchat > Your channel > Integration URL.
• Various under-the-hood changes to enable Safari support & Webkit support.

Campaign enhancements​

Another release, another wave of enhancements for our outbound campaigns for voice! Here are the changes:

• Added Reschedule date/time visibility to the agents. Agents can now properly greet customers based on the target reschedule date/time, especially in situations where the customer is called later than initially agreed upon.
• Added campaign data to CampaignRecords in Odata and created an additional table for the custom fields.
• Identified and addressed an issue where the campaign queing systems are not rounding up to the nearest value when the formula for the total count of records to be queued return a decimal number, agents should not receive slightly more records reducing the downtime even further.
• Various small under-the-hood improvements which will result in better campaign performance overall.

Other improvements​

• Fixed an issue where users without channel permissions could not use channel filters for the Task History menu.
• Added the option to disable recordings for agents during task evaluation review. Find this option under Configuration > Voice > Task Evaluation.
• Various other subtle changes to prepare for the upcoming open beta for our brand new agent application.

We are excited to announce the latest Buzzeasy release, featuring a new wave of enhancements to Supervisor & Administrator experiences. Here are the highlights:

Customer management​

Earlier this year we've introduced the option to browse, edit and delete your customer records through the portal. We are now taking a step further in that direction, introducing the option to bulk import customer records through the portal.

1. Bulk Import: Qualified users are now able to upload customer records through the portal. To do so, navigate to Customers > Customers > Import. You will be asked to select a Business Unit if you are using any, this is so that the template provided for downloading is according to the custom fields you've created. Uploading is only supported if the CSV fields match the fields of your business unit.
2. Import Jobs: As bulk import can often take time, we've introduced an easier way to track their progress. Navigate to Customers > Import Jobs. Here, a list of previous uploads along their creator's name and other essential details are displayed. Click an entry in the list to view advanced details about the status of the records that were uploaded.

We identified the next steps and we are looking forward to share even more customer management tools with you!

Agent Privacy​

We introduced a privacy feature for agents. Administrators can turn this feature on by navigating to the Portal > Configuration > Agents > Hide sensitive agent information. When this feature is turned on, the agent names will be hidden from Activity History of a particular customer record, in order for each administrator to comply with the regulations around this topic applicable for their country.

Portal Historical reports​

We reworked the way the Portal Historical report filtering works. Filters are now comprehensive, easy to use and understand. Additionally, we've added 2 new filters. Supervisors can now filter by the direction of the conversation, showing outbound or inbound only, or as set by default, show all conversations. The second filter added is the Completion Code filter allowing supervisors to filter by the codes applied by their agents.

Chat Response Templates​

We are taking steps towards introducing Chat Response templates also known as quick replies. In this release, we are providing the option to configure them. Agents may not use them as of now until we release the second part of this feature. We will share big news around this topic soon!

We are pleased to unveil the latest enhancements introduced in this release to the Buzzeasy platform.

Team reports & agent cards​

1. Customer identifier for agent cards: Know who your agents are talking to. Agent cards now display the customer identifier - email address or phone number - through the expanded view of an agent card.
2. Channel name added for agent cards: The channel name is now displayed on an expanded agent card for interactions. Know if your agents are handling calls from the proper channels!
3. Conversation direction added to agent cards: The direction of the conversation & type are added to the agent cards through icons providing even more valuable insights into agent's activity.
4. Time in state at a glance: The state duration of an agent was already available when the agent card was expanded, based on your feedback, we've added it to the collapsed view as well to be able to look at multiple time in states at once without additional clicks.

Other changes​

• Cancelling Campaign tasks as agents will no longer make the agents available, instead, the agents will be put in Afterwork where they can add completion codes and notes.
• Identified and resolved an issue where a campaign record was stuck at a particular agent due to a transient network issue between our voice services.
• Voice logging improvements done to enable operations teams to serve our users easier and faster.

We are pleased to announce the latest Buzzeasy release, featuring additional administrative controls and technical innovations.

Dedicated retention period for recordings​

We are introducing a dedicated retention period setting for recording specificallty, allowing for a different retention period for recording specifically which is not shared with the standard data retention setting.

You may configure this per tenant and per business unit.

Find these 2 new settings under:

1. Tenant: Portal > Configuration > Miscellaneous > Data Retention
2. Business Unit: Portal > Business Units > Your Business unit.

Please note that the Business unit duration cannot be larger than the tenant level duration.

Other changes​

• In order to improve the stability and scalability of the product, we are migrating the routing and agent blending service to newer technology. In this release we are deploying the first part out of a 3-part migration process.
• We are releasing the back-bone of our customer-facing Audit Trail system. This system will allow administrators to view changes done by their users through the portal in a future release.