We are pleased to announce new features in our 18th Buzzeasy release of 2022.

This release introduces stability and reliability improvements, an improvement to the agents' experience of voice platform failures.

Agent Experience​

Previously a failure of the voice service during a voice call would require an agent to logout for 3 minutes. These conversations will now be automatically cleared from the the agent interface and any reporting areas after four minutes.

Performance Stability and Reliability Changes​

A Voice service has been migrated to Kubernetes improving scalability and stability.

We've also introduced reliability improvements for voice services and stability improvements for routing related services.

We are pleased to announce new features in our 17th Buzzeasy release of 2022.

This release introduces an outbound email feature, so agents may initiate conversations of this type in addition to responding to email messages.

There are some changes to the agents user interface, plus all the usual stability and security improvements we include on each release.

Outbound Email​

We've added outbound email capabilities. The process the agent will follow to create these kinds of conversations is similar to the outbound call feature.

In Release 16 we introduced email templates. These are available for use in the outbound email. As templates address a single customer, we've ensured that you may only include one recipient in the outbound email. You may add multiple CC recipients in the usual way.

You may also add email addresses from your organization's Active Directory to the CC field, with a dedicated Directory button at the top of the outbound email.

To ensure a corporate uniformity a subject line is mandatory for outbound email, the send button is not activated unless the subject line is supplied.

Signatures are available for the outbound email ensuring a uniformity across all agent correspondence.

You can find out more about the feature here: https://docs.buzzeasy.com/agent/email/outgoingemail.html.

Agent User Interface changes​

In the Agent application the outbound call button is now a + symbol. Hover over this control to display the outbound email and outbound call options. Note that this is only the case if agents are configured to use email. Note the administrator's note below.

Administrator Email Note​

If the email workitem threshold is set to 0, the new + button is not displayed. The old outbound call option will appear instead.

Bugfixes and Stability Improvements​

We've fixed an exception for the Queue management actor when failing to retrieve sorting.

We've introduced other technical enablers that reduce memory consumption and the volume of log entries, improving performance.

We are pleased to announce new features in our 16th Buzzeasy release of 2022.

This release introduces changes to the email channel's configuration, email signatures and email templates. The stability and scaling of the workflow is improved by a migration to Kubernetes, in addition to all the usual enhancements to stability and security.

Email​

Email Channel Administration​

Administrators will find that the email channel's configuration has moved to Buzzeasy's new portal. An administrator or supervisor may also configure email templates in the new portal.

Email Templates​

Email templates are standard messages that may include customer information, such as the customer's name or job title. They are of great value when a standard message is to be sent to multiple customers.

Placeholders may be used to customize each template with customer information such as the customer's name, phone number, and other details.

If the customer information does not exist in the system the placeholder will format in red, providing a warning to the agent that a placeholder can't be replaced.

HTML as well as plain text is supported in the email templates, this extends the flexibility of template creation and allows customers to re-purpose any existing code they may have.

Email Signatures​

Email channel messages, may now have an email signature attached to each email. This ensures a unified experience for customers, when agents communicate with them through this channel.

The agent's name and other details will be displayed to customers on the signature, presented in a uniform way across the organization. Placeholders may be used to automatically customize each signature with the agent's name, display name or Job Title, in a standardized, customizable corporate format.

We are pleased to announce new features in our 15th Buzzeasy release of 2022.

This release brings stability and performance improvements, that include the fixing of issues in the Agent application, supervisor reports and the Wallboard.

Agent Application​

• We've fixed an issue where queued conversations could take several minutes to be routed to agents following a restart of a routing related service.

Supervisor Reports​

• We've also fixed an issue where blind transfers of conversations to other agents, would not be shown as connected in the new portal reports.

Wallboard​

An issue with the new Wallboard data feed was detected and fixed. Formerly, if there were callbacks waiting for longer than 100 hours, the wallboard would not show data.

The 14th Buzzeasy release of 2022 brings stability improvements.

Change log:

• Fixed an issue where an error message was misleading in the New Portal reports when the Supervisor was attempting to access reports without having proper permissions.
• Stability improvements for agent-related services.
• System preparation for the upcoming major releases.