Buzzeasy's first release of the year brings user experience improvements, a new routing mode and the ability to transfer chat conversations to a queue.

Portal changes​

• Added a default no access role that can be assigned to users and agents, restricting their permissions.
• Added default workitem thresholds to tenant provisioning.
• Added a new Tenant Settings menu.
• Moved Agent related, team related agent settings to the new Tenant Settings menu.
• Outputs are now hidden when the CSV upload is invalid for the Content Evaluator Node.
• New portal channels will no longer list workflows from the old portal.
• Fixed an issue where the save button might not work when creating new email templates.
• Added the option to create a voice workflow during voice channel provisioning.
• Added the option to create queue treatment during queue node creation.
• Added local setting to control how fast portal notifications disappear.

Voice changes​

• Added the ability to configure the MAX DIAL DURATION for outbound calls in order to comply with country specific regulations. Find this option under Tenant Settings > Voice.
• Added the option to show channel number in the from field for blind/consult transfers to external. Find this toggleable setting under Tenant Settings > Voice.
• Technical fixed an issue where a voice server could not host more than 25 tenants due to character limit.

Webchat​

• Added emoji button for webchat widget.
• Added the option to disable the Download chat transcript button.
• Added the option to configure a different privacy policy url, by default, Geomant's privacy policy is set.
• Fixed an issue where a conversation closed from the widget would not reset the avatar icon/text.
• Fixed an issue where the demo widget would stop working under rare circumstances.

SLA Based routing​

SLA based routing has been added to Buzzeasy. You may enable this option across the tenant to evaluate conversations across the tenant against the SLA of the queue they belong to.

• Added option to select between Queue Time and SLA Based routing under Tenant Settings > Misc.
• Moved SLA threshold to the queue nodes. When SLA routing is enabled, conversations are evaluated against the threshold specified on a queue node.

Transfer chat conversation to queue​

We introduced the ability to transfer chat conversations to another queue belonging to the same workflow. Transfering to queue belonging to a different workflow is not supported.

Main flow:

• Added transfer button to the Chat interface.
• Agent can continue typing while the queue selector window is open.
• Agent will be asked for confirmation on transfer.

The 32nd release of Buzzeasy brings further quality of life changes, the Whatsapp and Instagram channels, customer intent evaluator bot for email and more!

Portal QoL changes​

• Added local timestamp to user settings. Navigate to your profile > Settings and select which timestamp format you prefer. Default will let your browser settings override the portal settings. This affects how dates are displayed in the portal.
• Changed voice queue treatment terms to make it easier to understand. Buffer renamed to delay, "then wait" renamed to "for".
• Changed Queue node output names to better reflect the behavior of then node. "Completed" is now "AgentDisconnect".
• Added the option to dismiss a side blade by clicking away.
• Added the option to elevate a regular portal user to an agent.
• Added phone number in agent listing.
• Added selection mode. This currently supports batch delete, more options will be available in the future.
• Refined agent view cards, User Details and Agent configuration tabs are now available.
• Adjusted node names on light mode as it was difficult to read on bright colors.
• Added the ability to link to nodes.
• Fixed an issue where "Nothing to show' label was not displayed when the Queue treatment list was empty.
• Fixed an issue where Connected conversation detailed view was not refreshing properly while it was kept open for extended periods of time.

Agent Experience​

• Added Keep / Dismiss record for Buzzeasy FreePBX offering. This option is not available for Teams users.
• Fixed a typo in Cherry picking.
• Added cherry picking option for voice conversations.

Customer intent evaluator Bot​

• Added Content Evaluator node for Email workflows.
• Support for CSV upload with up to 50 key phrases grouped into maximum 10 groups.
• Removed subject evaluator as the functionality has been merged into the customer intent evaluator bot.
• Select what should the node evaluate, the subject, the content or both.

Read more about the customer intent evaluator bot here.

Whatsapp channel support​

Buzzeasy introduced a new Whatsapp channel on the portal. Provisioning on Buzzeasy side is easy, however, there are a few pre-requisites that you may need to configure before onboarding your whatsapp accounts to Buzzeasy.

• Added Onboard option for whatsapp. This must be done once per tenant.
• Added Channel provisioning for whatsapp.
• Added helpful documentation hyperlinks in the portal to guide the user.

Read more about provisioning a Whatsapp channel here.

Instagram channel support​

Buzzeasy introduced the Instagram channel support

• Added easy provisioning
• Added support from agent's perspective
• Added support for common files as well as messaging

Read more about the Instagram channel here.

Odata 2.0 Public beta changes​

Odata 2.0 data set is growing continuously as we add more data and more features to it.

• Added routing mode to queue segments to be able to filter Manual and Automatic queues.
• Added Email bot segments to the Bot Segments.
• Added Media group to Bot lookup.

Learn more about the Odata 2.0 public beta here.

Other changes​

• Fixed an issue where the Buzzeasy logo was not displayed in invitation emails.
• Fixed an issue where callbacks were not properly working under rare circumstances.
• Fixed an issue where consult to external would terminate the call in a specific setup.
• Added Outbound call webhook notification under Integration > Service hooks.

The 31st release of the year brings major improvements to the portal supervisor dashboard, voice data for odata 2.0, manual queues, queue listing for agent performance and more!

Odata 2.0 Public Beta new data​

Public beta for odata 2.0 is receiving additional data! Here's what's new:

• Added workitem data for voice tasks containing hold duration, hold count and more!
• Added conversation level data for voice conversations. This is referenced as Calls in the odata 2.0 definition.
• Added Email first answer speed for email conversations. This allows building more accurate customer satisfaction experience by highlighting how fast an email conversation received an answer.
• Added channel ID to queue segment data for filtering purposes.

Learn more about Odata 2.0 Public Beta here.If you wish to start using Odata 2.0 Public Beta or check the available data yourself, contact us.

Supervisor dashboard enhancements​

Portal's supervisor dashboard has been originally released earlier this year, we are now adding more details to it as well as revamp the user interface. Here's what's new:

• Visual upgrade to Teams reports.
  • You can now see details at a glance without having to hover over a particular metric.
  • The threshold visuals in terms of handling time are improved.
  • Count of handled tasks now display handle percentage as well as handled out of total.
  • More details menu is now slimmer and easier to follow.
  • Color optimizations for light and dark themes. Agent tab is now displayed as cards instead of a table view.
  • Similar user experience as legacy dashboard.
  • Visual upgrade to how agents are displayed.
  • Added first login and last logout timestamps to agent cards.
  • Added bar chart for agent utilization.
  • Option to expand an agent card by clicking on it.
  • Expanded view now shows an accurate view of agent utilization using the same user interface as overall teams tails. Includes time spent in break, busy and available today.
  • Agent controls now on expanded view. Change status, settings or monitor.
  • Expanded view now shows a list of all the tasks the agent is currently engaged in without any additional expands.
  • Collapsed view shows type of task the agent is handling as well as break type. (Eg. Handling a voice call)
  • Agents without any activity are now displayed as well.
  • Added filtering and sorting capabilities.
    • Sort by: Name or Tasks handled (various options to chose from)
    • Filter by: State or show/hide agents with no activity.
  • Added search capabilities to make finding a particular agent much easier.

Portal enhancements​

The administration portal received a new batch of quality of life changes.

• Added option to specify time format in User settings. Select between AM/PM and 24 hours format.
• Added Tenant search for users belonging to multiple tenants.
• Added node search for the workflow designer making the connection to another node significantly easier especially when designing large workflows. Simply drag an output and begin searching for an existing node to pair the output to.
• Added done tab for channel creation.
• Added the option to mark a workflow for creation during channel provisioning.
  • Select the create new option from the workflow drop down.
  • Workflow generic details tab will be added to your channel provisioning modal.
  • Once you're done setting up your channel, the done tab will instruct you about the workflow details you still need to change. You will be redirected to your new workflow with a single click.
• Changed wording for the recording node.

Manual queues and cherry picking​

You may now specify if a queue is manual or automatic. Automatic queues are using the Buzzeasy attributes based routing and delivers tasks to suitable agents automatically.

Manual queues allows skilled agents to select the customer they wish to engage with from the queue, they will not receive these conversations automatically.

A queue cannot be automatic and manual at the same time, additionally, once you save your changes, you may not switch from automatic to manual or from manual to automatic for a given queue. You may, however, create a new queue to fit your desired routing node at any given time.

Learn more about queues used in voice workflows here, chat workflows here, and email workflows here.

Agent performance dashboard Queue listing tab​

A new Queue listing tab is available in the Agent performance dashboard tab. Items in the queues assigned to the agent's teams are displayed here. Additionally, if a manual assignment queue is assigned to agent's teams and the agent is skilled for that particular queue, the agent may click the Manual assignment tab and pick items from the queue.

Learn more about the queue items tab here.

Other changes​

• Fixed an issue where a Facebook channel would stop working if the administrator of the page changed their Facebook password.
• Added Facebook channel healthcheck.
• Fixed an issue where some portal reports would fail to load under specific circumstances.
• Added link support to customer data panel.
• Fixed a cosmetic issue in the portal's threshold modal.

The 30th release of the year brings bugfixes to the voice platform

Voice​

• Fixed an issue where using Legacy Callback to do an external transfer could cause cross-talk issues under specific circumstances.
  • We are actively monitoring the situation and will address any new issues related to this scenario.
• Fixed an issue where under rare circumstances an agent can receive a second call while already in a call due to a race condition in the system.
• Fixed a rare issue where a call was not delivered to an agent despite waiting in queue due to a rare routing engine issue.
• Added support on the voice platform for FreePBX recordings.

Portal​

• Added the option to enable/disable recording on a tenant level for the FreePBX Buzzeasy offering
• Added recording node to voice workflows (this node is visible only for FreePBX Buzzeasy offering)

The 29th release of the year brings new major features such as Voice workflow 2.0 Public Beta, Email conversation data for odata 2.0 and QoL enhancements.

Voice workflows 2.0 Public Beta​

We are excited to release Voice Workflows 2.0 as a public beta to our users. It brings the same enhanced user experience as the previously released Chat Workflows 2.0. Here are the available nodes and features available for the public beta release.

Nodes​

• Opening Check node. Now with Holiday output support! You may now play a different announcement if your channel is closed due to a Public Holiday.
• Announcement node. Stream a TTS message or play a WAV file to your users. You may now upload wav files more conveniently by clicking the upload botton on the node itself and select the compatible wav file. Double check the wav file by pressing the play button. You may also download your wav file by pressing the 3 dots menu > Download.
• Auto Attendant node. Auto-attendant node is the equivalent of Menu Selection node we previously introduced for chat, however, it is carefully designed to fit Voice workflows.
  • Fill in a TTS or upload a wav file to help your users with menu information.
  • Select how many menu options your auto attendant should have and their phone keypad equivalent (star and hash key are not supported). Validation is done by the system, the administrators no longer have to design regex validation for this node.
  • Support for timeout and repeat count.
  • Added support for custom repeat message on failure. Failure can happen if the specified timeout in seconds is reached, then, as long as your repeat count is not reached, this repeat message will be played to the user. Repeat message is supported in TTS as well as WAV.
  • Added support for Retry exhausted output. Should your user reach the repeat count, you may redirect them through a different path or end the conversation.
  • Outputs will be automatically be visible for keypresses based on the options you select.
• Custom question node. Supports TTS or WAV. Useful for collecting multiple digits from the user and store the response in a workflow property that you can use with a switch or set data node.
  • Use case: Collect electricity index, then forward the data to a custom integration.
• Set data node. Node used for custom integrations, usually paired with other nodes such as the custom question.
• Switch node. This node is usually paired with other nodes such as the custom questions to do routing decissions based on the workflow data available.
• Redirect to phone. Use this node for routing decissions to send the call to a non Buzzeasy phone number.
• Transfer to channel. Use this node for routing decissions to send the call to a different channel.
• Queue node. This node is the actual queue a user will get into.
  • Support for queue treatments.
  • Max queue size
  • Queue timeout is now set on a queue level instead of queue treatment.
  • Attributes support.
  • Outputs: Complete, timeout, size limit reached, no agent logged in, no staffed agent logged in.

Misc​

• Last editted timestamp.
• Clone workflow.
• Clone node.

Unsupported features​

• While in Public Beta, some Buzzeasy features are not supported for the new voice workflows. This includes, but not limited to, callback, campaign calls handling, priority routing and voice conversation odata 2.0 reporting. We are working tirelessly to bring tons of new features to voice workflows 2.0. Please note that all new voice related features will be exclusive to Voice Workflows 2.0 and Voice Channels 2.0 once their Public beta is complete and are officially released.

Voice queue treatments​

We are happy to introduce Voice Queue treatments 2.0 with an enhanced user experience. We listened to your feedback for our previous queue treatments design and introduced a much more visual option for queue treatments 2.0

Steps: Play announcements, Set background music, queue position, offer callback

• Steps now contain a wait as well, administrators no longer have to manually add a wait.
• Added delay at the start of the queue. Some carriers are slower than others, at times Buzzeasy processing is much faster than the carrier resulting in the first queue treatment message to be cut off. We introduced the delay timer where an administrator can specify the delay before begining the actual treatment.
• Easy navigation to Queue position/Callback offer bundles. Simply click the highlighted words to bring up the bundle you are looking for on the right hand side of the screen.
• Added repeat treatment from option. Select the step you wish to repeat from.
• Added timeline to provide an estimate for when a particular queue treatment step will be executed.

Voice Channels 2.0 Public beta new features​

• Added support for consult/transfer to channel for Voice Channels 2.0
• Added support for requesting callbacks through Voice Channels 2.0 (this option is available by using Voice Channels 2.0 with Workflows 1.0 currently)

Odata 2.0 Public Beta updates​

A new wave of data is being added to Odata 2.0 in an effort to announce the official release as soon as possible. If you wish to review the data in the new odata feed, get in touch with us.

• Added email conversation data for historical reporting
• Added business hours / out of hours durations to email conversation data (exclusive - this feature is not available for odata 1.0) to be able to report on how much time an email spent outside of business hours and create better SLA based reports.

Quality of life changes​

• Portal users can now click their profile icon and click the Copy button to obtain their tenant ID.

Security enhancements​

• Various security enhancements incuding restrictions for file uploads by end users and agents as well to ensure the system is not used for malicious purposes.

Other changes and fixes​

• Fixed an issue the question and repeat message were sent simultaneously under rare conditions for the Customer identifier node in the chat workflows.
• Fixed an issue where External contacts list would display an error under rare conditions.
• Fixed an issue where Teams Reports KPI would appear to be stuck.
  • Added a refresh boost as well to make reports refresh faster. Based on our calculations, refresh should happen aproximatively every 5-10 seconds based on the report you are viewing.