In this release we are saying good bye to the Beta Portal, welcome Buzzeasy Portal 2.0.

Our old portal is now moved to legacyportal.buzzeasy.com. Our new portal is located at https://portal.buzzeasy.com with all the new features, look and feel we've built during the Beta version of it, with more to come very soon.

Portal Changes​

• Prepared portal for the new name.
• Moved Blacklisting feature to its dedicated menu.
• Added navigation between blacklisting menu and customer records to improve the user experience.
• Added tooltips to agent workspace's scripting related functionality.

Other changes​

• Added CustomerDisconnect reason to Calls table of odata feed 2.0. This reason is populated when the customer drops a call.
• Added the option to schedule a workitem to be closed via an API. This will be used by custom integrators.
• Fixed an issue where blacklisting whatsapp customers would not work properly.
• Using scripting via agent workspace will now update the Buzzeasy customer record when the variables are updated through scripting.

What's next?​

The list of upcoming changes is tentative, as such, features listed here may be adjusted, changed or removed altogether from the list at any point in our development cycle.

The development team is working on for the upcoming releases:

• Contact lookup for agents while not being in a call with support for initiating outbound calls, emails or running scripts.
• Auto-accept callback and campaign task option for Campaign 2.0.
• Reject campaign/callbacks for Campaign 2.0.
• Scheduled abandoned in queue calls as callbacks for Campaign 2.0
• Rescheduling callback/campaign to anyone
• Create business units
• Assign business units to agents
• Assign channels to business units
• New activity history look & feel
• Agent workspace disposition codes (assignable per queue)
• Activity history for supervisors (portal)

The 5th release of the year brings further scripting improvements, a new Blacklisting feature and other improvements to the system stability.

Scripting features​

• Added the option to prefill scripting data from last customer session.
• Added the option to use Buzzeasy customer data in scripting.
• Added the option to use custom Buzzeasy workflow variables in scripting.

Blacklisting customers​

• Added the option to create Blacklist rules for customer records. These rules allow users to partially or fully ban customers from reaching out to their channels.

Other improvements​

• Use channel number toggle in the portal now sends the channel number in the PAI header instead of FROM.
• Performance improvements for Workflows.
• Fixed various system errors caught by our logging & alerting system.

The 4th Buzzeasy release of the year brings new features around scripting, odata feed enhancements and more!

Portal Changes​

We are introducing the Agent Workspace concept with this release. Agent Workspace is the place where various configurations can be made, and assigned to a queue.

In the Buzzeasy Portal, we added a new menu, called Agent Workspace, currently the configurable available option is Scripting.

You may select a Scripting from the list, turn on data collection, edit the selected script or open the script editor.

Other portal changes:

• Renamed TenantSettings role entity to Configuration.
• Fixed an issue where the lack of Configuration permission would not allow a supervisor to change the agent's state.
• Fixed an issue where the editting and deletion of voice channels / workflows was tied to the wrong role-base access control entity.
• Added the option to enable scripting in the portal.
• Added the option to set the scripting role through the portal.

Scripting Changes​

• We added the option to configure scripting per queue through agent workspace. Once a conversation reaches an agent through a queue, it overwrites the channel level scripting.
• Added the option to collect scripting data in Buzzeasy's Odata feed 2.0. These are tied to a workitemID.
• The agent application now renders scripting from queues as well as channels.

Digital Channels​

• Added the option to quickly release a conversation back to the queue it came from for chat. The originating queue is highlighted in the agent application when the agent transfers a conversation to a queue.
• Fixed an issue if pressing enter very fast would not send the message to the chat widget.
• Fixed an issue where pressing enter twice in a rapid succession would create two outbound email conversations.
• Added Preview & RONA for email conversations. Turn on RONA for email conversations by navigating to Portal > Configuration > Email > RONA. If disabled, emails are auto-accepted.
• Added Send Reply node for email workflows. Use this to notify customers about your business hours, that their email will be processed soon, or to answer common questions while being paired with intent evaluator node.

Voice changes​

• Added the option to configure alternative number for inbound channels. Phone number still remains the primary number and will be used for outbound calls.

Odata 2.0​

• Added channelNumber to the Calls data. This will allow supervisors to see which channel number the customer used to reach out.
• Added channel ID in bot segments. This allows supervisors to filter bots by channel ID.
• Added email subject to email conversations. This allows supervisors to gather data around the most common subjects the customers use.

Excited for more? Here's what we're looking at next​

Here's a list of things we would like to do in the upcoming weeks. Keep in mind that this list is tentative and such is incomplete, some items may change or removed altogether.

• RONA for callbacks and campaigns (2.0 Exclusive)
• Auto-schedule abandoned calls as callbacks. (2.0 Exclusive)
• Scripting Enhancements
• Agent Contact lookup (Tentative)
• Customer record blacklisting for supervisors
• • Many more.

Welcome to the 3rd Buzzeasy release of the year! We've been preparing great features for this major release and we're finally able to reveal the details. We cannot wait to hear your feedback!

Callbacks & Campaigns 2.0​

The first entity in Buzzeasy's new portal were Campaigns. This was our initial attempt into building a baseline callback and outbound preview functionality, however, it was designed with the old system functionality in-place. Buzzeasy went through a major overhaul over 2022 and now we are ready to take it one step further. Introducing campaigns & callbacks 2.0.

Buzzeasy's new portal now features a new entry called Campaigns 2.0. This is a working title until all of our users are migrated over from legacy portal and system to the new one. Old campaigns are now called Legacy Campaigns. This is to offer backwards compatibility during the migration phase, however, all the new functionalities and features targeting callbacks are targeting the 2.0 version. You will see the 2.0 Exclusive tag on those features.

Read below all the new features for this area:

• New Menu: Campaigns 2.0.
• 2.0 Exclusive New creation process for Campaigns, you will now manually create a campaign, be it for outbound preview or callback.
  • You may now use Manual or Automatic routing.
  • You may now set an SLA threshold & Attribute requirements.
  • You may now used SLA based routing with campaigns.
  • You may now configure Business hours and Completion codes for campaigns.
  • You now need to setup the outbound channel only -- this is for the purpose of displaying a phone number to your end customers.
  • You may now specify an announcement bundle.
• 2.0 Exclusive Refreshed icon, font, user interface for the campaign 2.0 menu.
• 2.0 Exclusive Introduced a Callback bot node for voice workflows.
  • This node needs to be set as the output of Callback requested.
  • Additionally, target campaign for your callbacks for a particular queue need to be set. This is only available if your queue treatment contains an offer callback step.
  • The new node currently has a single Registered output without any configuration, however, in the future it will become more populated as we roll out more callback features.
• 2.0 Exclusive Added the option to turn on callback duplicate detection on a tenant level. Find this option in Configuration > Voice > and select Tenant.
• 2.0 Exclusive Added the option to delete callback requests if the customer manages to reach an agent through a different route or the agent manually dials the customer that had an active callback request. This feature is available only if duplicate detection is turned on on a tenant level. Turn the auto delete feature on by navigating to Configuration > Voice > Delete callback on custommer connect. Records affected by this will be marked as "Auto Cancelled".

We will reveal more new callback features in the upcoming releases.

Multiple announcement bundles​

We introduced the option to create multiple announcement bundles for callbacks and position in queue. You may reference these bundles in the Queue Treatment 2.0 Exclusive or the new campaign 2.0.

Legacy queue treatments will use the Default bundle, already created for you post release. You may still change the content of this bundle, but you may not reference a newly created bundle in the legacy queue treatments.

Chat changes​

Digital Channel enhancements continue! We prepared another round of changes for our digital channels, such as:

• Introduced mobile support for the webchat widget.
• Introduced the ability to turn on Redirect on no answer for chat conversations. Turn this feature on by navigating to Configuration > Chat > RONA. If this feature is disabled, then chat requests will be automatically accepted. Otherwise, the agent will see a preview screen, where the agent needs to accept or reject the new request. Additionally, an elapsing timer is displayed.
• Added trusted domains for webchat channels. You can now specify website domains where the chat widget can be embedded. This is to prevent websites impersonating you from embedding your widget. If the widget is embedded into a site that is not whitelisted, it will simply not be displayed.
  • Turn this feature on by navigating to Chat > Webchat > Your channel > Widget configuration > Trusted domains.

Email changes​

As part of the digital enhancements roadmap item, email media group also received some love but more to come in the upcoming releases, here are the changes:

• Introduced the ability to transfer an email conversation to another queue belonging to the same workflow.
• Added default outbound channel for email.

New portal changes​

As always, besides what's already mentioned above in terms of administration, the new Buzzeasy portal received the following changes:

• Customer management added to the portal.
  • New Menu: Customers
  • You may view your customer list stored in Buzzeasy.
  • You may search or filter them by name, phone or email address.
  • You may view and edit individual records.
  • You may create new customer records.
  • You may delete customer records.
  • Added selection mode to support Bulk delete.
  • Many more to come!
• Fixed an issue where Queue Timeout output was active even if no queue timeout was set.
• Fixed an issue where Email and Voice channels would start with the same digit in terms of IDs.
• Fixed an issue where the redirect for Agent Settings button was wrong.
• Fixed an issue where Voice configuration did not load properly.
• Fixed an issue where creation time for legacy campaigns did not work in the case of callbacks.

Other changes​

• Activity history is now using our Odata 2.0 feed.
  • New workitem results
  • Added conversation duration
  • Added disposition code
• Agents may now download chat transcripts for past chat conversations through the activity history.
• Fixed an issue where email transfers would not work with the Evaluate Customer intent node.
• Fixed an issue where cherry picking for voice calls did not work properly.
• Fixed an issue where Call ended was briefly displayed for the receiving agent in case of a transfer.
• Fixed various call issues related to system performance.
• Added a layer of auto-heal in case of reporting. The system will attempt to identify anomalies in reporting resets and automatically heal. We are closely monitoring this situation and will take further steps if needed.
• Other system performance and stability improvements.

Excited for more? Here's what we're looking at next:​

Here's a list of things we would like to do in the upcoming weeks. Keep in mind that this list is tentative and such is incomplete, some items may change or removed altogether.

• Enhanced data collection for scripting
• Multi-inbound numbers for voice channels.
• RONA for callbacks and campaigns (2.0 Exclusive)
• RONA for email conversations.
• Auto-schedule abandoned calls as callbacks per queue. (2.0 Exclusive)
• • Many more.

Welcome to the 2nd Buzzeasy release of 2023! We are pleased to announced the change log for the 2nd release cycle of the year.

Portal Changes​

The portal received another batch of quality of life updates.

• Contact Records are now displayed when clicking on a campaign entry in the list. This now allows you to easily check the campaign entries.
• Campaign controls moved under Details button for a campaign.
• Added sorting capabilities for campaign records.
• Added CreatedAt for campaign records.
• Renamed Tenant Settings menu to Configuration.
• Added chat consumption reports.
  • Chat consumption reports were available as a preview for a short period, however, we are now rolling them out to all customers. Data will be reset.
• Fixed an issue where new email channels could not be created due to a signature editor problem.
• Various tooltip bugfixes.
• Added the option to multi-select workflow nodes. Hold control and click on the nodes you wish to select.

Voice workflow changes​

We've added the option to evaluate the user's phone number when entering a voice workflow. This is now a node called Evaluate Phone Number. You may select up to 10 conditions, each condition can either be a regular expression (regex) or a simple starts with. Each condition has a dedicated output.

This is treated as a bot from the system perspective, as such, it will be available in the odata feed 2.0 as well to find out which conditions are the most used.

Other changes​

• Fixed an issue where sometimes email were sent empty by the agent.
• Fixed an issue where agents could cherry-pick more than a voice call.
• Fixed an issue where supervisor accounts where not syncronized in odata feed 2.0.
• Fixed an issue where Business hours would return error code 500 instead of 404 when no business hours existed.
• Ambassador version update for all services.
• Added customer phone number to odata 2.0 calls table.
• Added the option to customize the bot name for Viber channels. Additionally, agent name is now used as well.
• Allowed custom bots to change the viber agent/bot icons.