We are excited to announce the latest Buzzeasy release, featuring a new wave of enhancements to Agent Experience, performance optimizations and more. Here are the highlights:

Agent Experience​

1. We've added the direction of each conversation in the customer's Activity History. This gives the agent important information about a particular information.
2. We've added the option to filter the items in the activity history by direction to allow agents to hide the interactions they are not interested in while handling the customer.
3. We've made signficiant performance improvements to Campaign task handling, processing and distribution.

Other additions​

1. We've added the option to customize the background color and font color for the suggested responses displayed on Viber. Find these 2 new configuration under Portal > Chat > Viber channels. You may have 1 set of customizations per channel allowing you to provide an even more personalized experience per channel.
2. Performed code clean-up operations for historical reporting related services to boost performance.

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

Recording controls​

1. Business unit-level recording controls: Administrators may now override the tenant recording controls for each Business Unit. This offers more control for the Business Units within an organization, allowing each Business Unit to have their own recording control policy for their agents.

Other enhancements​

1. We've improved the Customer Data fields by increasing the visual delimiters between the drop-downs.
2. Added support for the Croatian Do Not Call lists to be able to comly with HAKOM regulations regarding unsolicited calls to the residents of Croatia.
3. Significant performance improvements to Portal Task History as well as our reporting services.
4. We identified an issue where record would fail to be delivered to an agent if the supervisor deleted the customer profile while the record was queueing. This issue has now been resolved.
5. We identified and resolved an issue where the preferred agent section would be displayed as anyone under some specific circumstances.

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

Task History Improvements​

The Task History feature, previously introduced to the Buzzeasy Portal earlier this month, has received additional functionalities:

1. Playback and Download Recordings: Supervisors now have the capability to evaluate tasks based on playable and downloadable recordings. These recordings are seamlessly integrated with scripts that must include the [QM] tag in the title.

2. Email Notification: Agents will receive an email containing a link to their evaluation, and a copy of this email is also sent to the respective supervisor.

3. Agent Evaluation Page: A dedicated agent evaluation page has been added for a more comprehensive evaluation process.

4. Reload and Update Evaluation: Users now have the option to reload and update the last evaluation, ensuring flexibility in assessment.

Campaign Enhancements​

This release introduces further functionality to the voice campaign feature:

1. Record Upload Safety Net: To prevent duplicate uploads and ensure data integrity, the record upload button will be disabled until the current operation is completed.

2. Callback Request Visibility: Both agents and supervisors now have visibility into who initiated a callback request, which can be attributed to the Customer, Agent, or the System, depending on the requester.

Reporting enhancements​

1. Evaluator visibility: Buzzeasy Users that are not agents nor supervisors are now added to the historical reporting odata feed in order to be able to display the evaluator ID and name for evaluation reports. Additionally, CreatedAt timestamp was added.

Other enhancements​

1. Added support for Whatsapp pin location. Agents can now receive pin location from Whatsapp as a text message in Buzzeasy, being able to use a map application to navigate to the location sent by the customer.
2. Visual upgrades to Campaign user interface, Customer data panel, Activity history.

We are thrilled to unveil the latest advancements brought to you by Buzzeasy in our 18th release of this year. Our focus remains on enhancing your interactions with customers through swift voice channel activation, a more accessible webchat widget, and a sneak peek into upcoming exciting features.

Swift Voice Channel Activation​

Experience lightning-fast voice channel activation! Say goodbye to waiting for changes to take effect. Our system has undergone a performance revolution, slashing the time it takes for Voice resource updates to be reflected. Previously, you could be left waiting for up to 20 minutes, but now, these changes can be visible in as little as 4 minutes and 30 seconds.

Reporting​

We're dedicated to empowering your decision-making with richer data. After successfully introducing login state data in our previous release, we're taking a stride forward. Now, we're amplifying your insights by incorporating logout reasons into the odata feed.

Agent application stability​

We understand the challenges faced by call center supervisors and their agents, especially on lower-end devices. Connectivity hiccups due to browser limitations have been causing disruptions. To address this, we're extending our heartbeat mechanism from 60 seconds to 120 seconds. This extra minute ensures that agents using devices with constrained resources have ample time to reconnect to the Agent Application.

Moreover, we've gone the extra mile by resolving a stability concern related to conferences. Your agents can now engage in meetings with confidence.

Webchat widget accessibility​

We enhanced the widget accessibility to achieve compliance with WCAG 2.1 standards.

Widget is now accessible through tab key, along with all its elements. Additionally, screen readers can now read the elements of the widget including menu buttons, messages, timestamps, suggested replies and more.

We are excited to announce the latest Buzzeasy release, featuring a new wave of enhancements to Campaign handling, supervisor controls, and the agent experience. These improvements aim to provide more valuable insights, streamline operations, and increase overall efficiency. Here are the highlights:

Mandatory Completion codes​

Previously, completion codes were optional for agents when closing their tasks, allowing them to skip specifying a closure code if it wasn't necessary. However, this posed challenges for supervisors who needed completion codes for reporting purposes. To address this, we are introducing a new toggle that puts the control in the hands of supervisors. They can now mandate the selection of a completion code before closing a task.

Please note that the wrap-up timer configuration can override this functionality when turned on. If the wrap-up timer has a value and is active, the mandatory completion code will not take effect. Agents can close tasks without setting a code, or they can wait for the timer to elapse, which will automatically close the task.

In conclusion, supervisors now have the flexibility to decide whether it is more beneficial for their business case to close tasks automatically for faster processing or to require agents to select a completion code. In a future iteration, we plan to enhance these controls even further.

Agent Experience​

We received valuable feedback from our users around campaign task handling, in this release we are addressing the most common user error that occurred around campaign handling by the agent. We are removing the Schedule Call button from the Customer Data for campaign tasks as agents used this option instead of the reschedule button to reschedule calls. Removing this button will remove any confusion from the Agent.

Task History​

We are adding historical reporting for tasks on the Buzzeasy Portal. Supervisors can find this under Portal > Historical Reports > Tasks. A list with all the tasks is presented.

It displays:

• The task media type represented through an icon
• The task end date-time, when the task was closed. Hover your mouse over this information to display the start time and duration as well.
• The agent name that handled the task.
• The channel and queue.
• The customer name and identifier (phone, email address)
• The task result, notes and completion codes.

Additionally, by default the list is ordered to show newest tasks on top. The list can be searched by agent or customer, and filtered by channel and/or queue.

This allow supervisors to view tasks easily and fast, in the short-term future, additional functionality will be added such as transcripts or recordings. Please note that the portal historical report shows the most important data and is not manipulable, as such, complex reports cannot be created using this approach. Supervisors and analysts should still refer to our odata feed or Power BI template in order to access further data or create complex reports.

Odata feed updates​

We have introduced additional data to our OData feed, providing more valuable insights for your contact center analytics. The updates include:

• Customer Ring Duration for Outbound Calls: This data will enable BI Analysts to subtract the ring time from the total call time and utilize ring time for various analytics, ultimately improving contact center performance.
• Added Login Flag to Agent State Changes: This new data will allow supervisors and BI Analysts to determine when an agent logged in for the first time in a given time period. It also allows tracking each login event of an agent, which can be valuable for finance and HR purposes. We hope these enhancements further enhance your experience with Buzzeasy. If you have any questions or feedback, please don't hesitate to reach out to our support team.