We are bringing more features to our Campaign and Callback services, and progressing with our Agent user interface modernization effort.

Campaign and callback changes​

Additional phone numbers​

Supervisors create campaigns by uploading contact records using a template file that provides the data structure. This template now contains 3 additional phone number and their respective "tag" or label fields, but Buzzeasy supports up to 10 total phone numbers (and their tags) in a campaign record. This increases outbound CC projects as agents can decide to try reaching customers on different numbers, would initial attempts fail.

Register abandoned calls as callbacks​

Buzzeasy offers callback campaigns for customers who decide to use this feature while waiting in a queue. We now allow administrators to instruct individual callback campaigns to generate a callback record even for customers who did not opt to utilize this manually, but simply hung up during waiting. This benefits CCs who intend to reach out to most every customer who entered their queues.

Offer alternate number for callback​

When customers waiting in a queue are offered to file a callback request, we register this using the phone number they used for their inbound call. Buzzeasy now allows administrators to offer registering the callback request to an alternate number on a per campaign basis. This benefits customers who might not wish to be called back on the number they used for the inbound call, or who are calling with their numbers blocked.

New agent UI layout for campaigns​

As part of our push to renew our agent UI, we introduced a new campaign look & feel. And as part of that to add, edit and delete phone numbers, their tags as well as to set tag colors.

Customer details and activity history layout improvements​

• Improved customer search, swap & merge. Agents can now view the history of a customer they wish to merge the current record with or swap to.
• Color coding for activity history task results to show case relevant items easier.
• Improved readability for the chat transcript by differentiating agent and bot messages through color

Other changes​

• In the Buzzeasy Agent, channels listed for transfers are now filtered by the business unit of the conversation.
• In the Buzzeasy Agent, image rendering is improved for email's inline images, CID images are now displayed properly.

This smaller release focuses on our Contact Lookup feature in Buzzeasy Agent.

Contact Lookup improvements​

Buzzeasy stores customer contact details for identification and business processing purposes. The Lookup feature provides access to the customer database (and other lists) even without working on any particular task.

Activity history​

We now display the activity history of the selected customer in the Lookup form. This means agents can see not just the customer database details (e.g. name, phone number, email address, etc.) but the complete contact center activity history as well.

Entity segmentation by business units​

To enhance the effectiveness of business units as a means of segmenting an organization, we restrict agent visibility of certain business entities. Going forward, agents will only have access to agent workspaces, customers, and channels that are associated with their respective business unit.

Agents without business unit association will only see entities that are outside of business units as well. In other words tenants that do not use business units will not observe any change in the Contact Lookup behavior.

Other changes​

• The email editor now allows the browser's spell-checking engine to work on the body text. This is not a spell-checker Buzzeasy provides; we simply allow the browser's built-in mechanism to cover text inside our editor.

• Fixed an issue with our webchat widget. The widget is a piece of code that gets embedded into the corporate websites of contact centers to offer chat capability to end customers. This widget contains many configuration options with regards to styling, look and feel – including header texts, font sizes, etc. Previously, when customers configured the widget with a relatively long header text, the ellipsis icon (to access the menu with options like ending the conversation, etc.) could became hidden, and therefore inaccessible. This is now corrected.

This release brings new functionality to our outbound Campaigns, Business Units features, the historical data feed and other improvements.

Outbound Campaigns​

We continue to improve on Campaigns 2.0, our structured preview outbound calling capability.

Auto-accept tasks for agents​

Introduced the ability to configure an auto-accept timer affecting the behavior of the Buzzeasy Agent when campaign tasks arrive to the agents. It offers supervisors and administrators control on how much time agents can spend with a campaign task – preparing for the outbound call – before dialing.

When enabled, the timer counts down and when it hits 0, the outbound call process starts automatically. As usual, Buzzeasy starts calling the agent first. If the agent fails to pick this call up, then they will be moved to RONA break.

When enabled and the timer is configured to 0, then the outbound call process effectively starts as soon as the campaign task lands at the agent.

This option can be found on Campaign 2.0 > Details > Configuration.

Auto-close campaign tasks for agents​

Introduced the ability to configure a timer to automatically close campaign work items at the end of the outbound call.

When the feature is enabled and the outbound call is finished, the agent has the specified amount of time to close the campaign task. Otherwise, when the timer reaches zero, the campaign work item will be closed automatically and the task for the outbound call will enter the Wrap-up state.

When the feature is disabled, the system behaves as before: the agent can take their time before manually closing the campaign task.

This option can be found on campaign 2.0 > Details > Configuration.

Rejecting tasks​

Introduced the ability for agents to reject arriving campaign tasks. In doing so, the campaign task will be moved back to the queue, and the agent is put to RONA break.

Together with the auto-accept timer, this new feature benefits the agents as they now have the option to review the customer and their activity history within the allotted time, and eventually decide not to deal with them at the moment.

Rescheduling campaign records to anyone​

A campaign record is one customer to be contacted. Buzzeasy creates a task for the campaign records and assigns them to agents. This new option allows agents to schedule new campaign tasks for the campaign records, so they get re-queued again at a later time. The target of this rescheduling is anyone with proper affiliation to the given campaign (via attributes).

As of now, agents can reschedule campaign records during the outbound call, or when it is finished. In a subsequent release we will add the option to reschedule a task before initiating the call.

The system will file the reschedule request when the campaign task is closed.

Redialing a campaign record​

Once the outbound campaign call is finished, agents can now optionally choose to redial the same customer once again, if needed.

Business units​

Our optional Business Units capability is receiving more and more high profile updates as we gear up to extract all benefits this organizational segmentation feature provides.

Segment customers with business units​

Administrators can now assign business units to customers through the portal. The customer list can also be filtered by business units.

In addition, customers are now automatically identified in the context of a business unit. This means that in case the same customer reaches the contact centre via different business units, then they will have multiple separate customer records in those business units, with unique histories.

Segment channels with business units​

Introduced the option to assign business units to channels, including Campaigns 2.0. Customers engaged through these channels will now be identified in the context of the business unit on the channel, and routed to agents in the same business units.

Attribute based queue-agent assignment works the same way as before, but business units can be used to further filter the target agent population for the channels.

Segment email templates with business units​

Introduced the option to assign business units to email templates. This will be used later on to filter these by the business unit of the conversation.

Segment agents in collaboration scenarios​

During collaborative scenarios (transfer, consult) the Agent list tab of the Directory is now filtered by the business unit of the conversation. Only agents having the same business unit as the conversation will be displayed.

Historical data feed Odata 2.0​

We expanded our historical data source with the followings:

• Added a campaign lookup table, so historical report designers can show and use campaign details in their reports even after those campaigns are deleted from the system.
• Added campaign ID & campaign record ID fields to the Workitem table.
• Performance & resource consumption improvements for the services & storages in our data source subsystems.

Other changes​

In-queue callback request trigger key​

Admins can now configure the callback request key the customers need to press while waiting in a queue, therefore they can deviate from the default "1" key.

Find this option in the Portal > Configuration > Voice, and so this is a tenant wide setting.

Javascript script rendering​

Buzzeasy can now execute and render Javascript code applied to the script specified in the Agent Workspace. Javascript code in the scripting service offers extreme flexibility in terms of script field analysis and algorithmic manipulation, as well as sophisticated integration to customer backend services, etc.

Email workflow idle time threshold 21 days​

Extended email workflow's maximum idle timeout from 7 days to 21 days. This means emails remain sitting in their queues for this amount of time before the system considers them expired, and removes them.

Campaign template ID column removed​

Fixed an issue where campaign templates contained a customer ID column. Campaign templates are CSV files that admins and supervisors download to see the campaign record structure (column headers), and fill it up for uploading customer contact data for a campaign. An ID field there is obviously unusable, and got there by mistake previously.

This release brings additional functionality to the Agent Workspace, Business units and quality of life enhancements.

Agent workspace changes​

Earlier this year we introduced the Agent Workspace as a brand new portal entity. Agent Workspaces could be assigned to queues for the purpose of having queue specific scripting.

Business units can now be assigned to Agent Workspaces as well. This will be used to filter the Agent Workspaces the agent sees during Contact Lookup by the Business Unit.

Additionally, we are introducing 2 new features to agent workspaces.

Configurable disposition codes for Agent Workspace​

We are introducing the option to configure disposition codes for a given Agent Workspaces, which translates into having the option to set different disposition codes per queues, since Agent Workspaces are assignable to queues.

If disposition codes are set on an Agent Workspace and the workspace is assigned to a queue, any interactions through that queue will only have these disposition codes, the channel level codes are not displayed.

External webpage support​

Besides the build-in Buzzeasy scripting that supports collecting data and many other features, we are now introducing support for external webpages. These webpages must support displaying content in an iFrame.

Additionally, we are now passing the following data to external webpages:

• Agent Token
• Customer identifier (phone or email)
• Agent Details (name, ID)
• Workitem ID
• Conversation ID

The data can be used for customer solutions and integrations with Buzzeasy.

Portal Changes​

As per tradition, the portal is receiving a fresh batch of new features and enhancements.

• Introduced grid helper for Workflow editor. You can now arrange nodes easier with the grid helper.
• Based on feedback, we've made the Agent Configuration the default tab when clicking on an agent's profile.
• We added a new custom integration node for Workflows. This will be used for various custom integrations with Buzzeasy.
• We introduced last activity for customer records and the option to filter by the last activity. This will help Customer Record administrators clean up old & stale records significantly easier.

Historical Report Template Changes​

Version 2.4.0 of the Power BI template for Buzzeasy is released and ready for download. Please visit the BI Reports section to see the template's documentation and the latest release's download link.

The main changes from the last version are:

• Configured incremental refresh for when the template is published to Power BI Service.
• Created new 'Variables' page to report on data collected in agent workspace.
• United 'Agent States' and 'Agent State Changes' pages.
• Other smaller updates and corrections.

For a more detailed list of changes, see the change log.

Other changes​

• Added Business unit lookup for the Odata feed.
• Fixed an issue where videos could not be sent over through whatsapp.
• Various non-service affecting errors fixed.
• Added the option to pass workitemID to the built in scripting as well.
• Added queue SLA in seconds to queue segments for the Odata feed.

This release brings a major new feature for agents and the first phase of our brand new business units concept.

Agent Application changes​

We introduced a brand new Contact Lookup. Previously, for voice only agents, there was a single outbound call button, after this release, the button will become a hoverable + sign. The outbound call button is still there, however, we introduced a new button called Contact Lookup.

Contact Lookup flow​

The agent will hover over the plus sign, then select contact lookup. If the previously released Agent Workspace is configured, then the first selectable item will be an agent workspace. An agent must select an agent workspace before proceeding to the next screen. If no Agent Workspace is configured, then this screen is skipped.

Agents can now see the customer records. By default, we display the records that have a name, however, this filter can be turned off. More filters can be applied, such as has number and has email. The agents may use the search bar to search for customer records, use the phone number, email or name.

Agents may select a record to view additional details. As of now, only the customer details are shown without their activity history. The development team is working hard to bring a brand new activity history that will allow agents to view the transcript for chat, notes, completion codes and many more in a future release.

Agents may edit the customer record details, create new customers or initiate an outbound call, outbound email or run a script (if an agent workspace with a script has been selected previously).

The new lookup flow will replace all outbound flows in the brand new Agent Application coming out as a Beta in the future.

As the lookup flow is in an early release, we will introduce additional functionality and features to it later on so be sure to try it out and let us know what other features you would like to see in the future.

Portal Changes​

• A new menu item has been added to the portal. This is called Business Units. Administrators are now able to create or edit business units. These business units can be assigned to agents through the agent profiles. As this is the first phase of business units, several other associations and functionality will arrive in future releases.

• Fixed an issue where disabling RONA for voice would count as a 0 seconds RONA. RONA for voice cannot be disabled anymore.

• Fixed an issue where workflow searching was case sensitive.

• Fixed an issue where on small screens the detailed view of reports showed 2 scroll bars instead of one.

• Added a brand new Workflow entity and separated it from channels. You may now grant access to channels to users without implicitly granting them permissions to workflows. Please note that the workflow permission alone is not sufficient to access workflows as at least view permissions for at least 1 channel type is required.