We are pleased to announce new features in our 13th Buzzeasy release of 2022.

This release brings changes to the information stored in the agents' profile, that make way for the introduction of email signatures.

We've also applied fixes to improve stability and functionality of KPIs in Supervisor reports.

Agent Profile​

The Agents profile now includes Display Name and Job Title fields.

When provisioning Agents, these two new fields will be pre-populated from Microsoft Azure Active Directory.

These fields are supported in the bulk import of agents, we've also fixed a bug with that feature.

Supervisor Report KPIs​

We've fixed an issue with the display of dates in the supervisor report KPIs detail lists.

We are pleased to announce new features in our 12th Buzzeasy release of 2022.

This release brings enhancements to dashboards in the supervisor reports that were introduced in release 11.

We've also introduced stability improvements for many of the new reporting components.

Supervisor Reports​

We've listened to feedback and altered icons displaying further information in the queues and teams reports.

We've enhanced the accessibility of reports with bigger elements and bolder text that is easier to read.

Queues Report​

In the queues report we've replaced the information, i icon with a magnifying glass or loupe icon. This icon enables the supervisor to see a list of caller details for: waiting, connected, completed and abandoned conversations.

We've added the option to sort the conversation details lists by their first column:

• The waiting conversations details list can be sorted by the (queue) Position column.
• The connected conversations details list can now be sorted by the Connected time column.
• The completed conversations details list can now be sorted by the Timestamp column.
• The abandoned conversations details lists can now be sorted by the Timestamp column.

We've also fixed an issue with the Completed KPIs refresh frequency.

Teams Report​

In the Teams report we've replaced the information, i icon with an elipsis, or three dots icon. Select this icon in the teams report to see bar charts of the data in the Break reasons data visualization, and a bar chart of the data in the Tasks by disposition code data visualization.

We rearranged the data visualizations in the Teams report's Show-more view. This enhancement improves the presentation of the Tasks by media type data and improves recognition and understanding of all the KPIs in this view.

We changed the Tasks missed visualization to red, to enhance this important KPI.

Teams Report - Agents View​

We've added an option to sort the agent list based on any column.

We now displaying agents that have logged out and their time logged out.

We are pleased to announce the great new features in our 11th Buzzeasy release of 2022.

This very significant release brings dashboards in supervisor reports to the new Buzzeasy portal.

The dashboards enable a supervisor to monitor the contact center's performance with excellent visibility of key performance indicator (KPI) data of conversations in queues and agent activity in teams.

In addition to viewing KPI data, the reports enable conversation monitoring and the mentoring of individual agents in live calls.

We've also added availability statistics to the Agent Performance Dashboard, included a Data Purger feature, and more!

Dashboards in the New Portal reports​

We've introduced supervisory reports that consist of dashboards of data visualizations and KPIs for each of your queues and teams.

The dashboards show stats for the current day; they include current performance data, daily totals and averages.

Introducing Queue Reports​

Each of your queues has a dashboard that reports KPIs invaluable to effective contact center management. The following KPIs are included:

Many KPIs' visualizations or formatting change, to alert the supervisor when a critical value has been exceeded, or in some cases where an expected value has not achieved. The threshold value at which this happens can be set by the report user.

These KPIs all support a user-editable threshold: Service Level, Current LWT, Waiting, AWT today.

Introducing Team reports​

A supervisor that views this report will see a dashboard for each team they are a member of. Each dashboard has a tab for team stats and a tab to view individual agent's activity in conversations.

Overview tab​

See an overview of agent availability within the team, including a count of tasks handled or missed.

Agents tab​

See a list of logged-in agents and their individual tasks summary for the day.

Select an agent name to display the agent profile. Manage the agent's name, agent or supervisor role, phone number, workitem thresholds, and attributes.

Select an agent's status to place them in a break, log the agent out, or move an agent out of a break and make them available to handle a conversation.

Expand the list of items an agent is working on, showing the media type. In calls and web-chat, monitor and contribute to the conversation.

Agent Performance Dashboard changes​

The Agent Performance Dashboard now displays a visual indicator when the queue's SLA is below the threshold, and when AHT, Calls Waiting, and LWT are above the threshold, specified by the supervisor.

We've added an Availability Stats tab to the Agent Performance Dashboard.

The Availability Stats tab displays two tiles:

Data purge​

Geomant engineers can configure a retention period for all Buzzeasy customers.

The default value is set to the 18 months found in our retention policy.

The Purge process takes place every Saturday at 00:00 UTC.

The data deleted in the data purge includes:

• Historical reporting data older than retention period.
• Chat history older than the retention period.
• Email history older than the retention period.

Other changes​

We've improved the new portal's useability and functionality

• We added further scrollbars to Campaign Opening hours, Attributes, and the Teams - Members sections.
• We fixed an issue where previously, multiple identical break names could be created.
• The Email field is now read-only in bboth the Users and Agents sections.
• In the Service Hooks section, we've added a download JSON button.

We are pleased to reveal the changes for the 10th Buzzeasy release of 2022.

Administration​

• Administrators can now configure an event, NoStaffedAgentsLoggedIn, for a given queue that will evaluated Staffed agents logged in before the conversation enters the queue. If there are no staffed agents logged in, the Action set will be triggered.
• Workitem thresholds changes, Break name changes, RONA timeout configuration are now retrieved significantly faster.

Other changes​

• Performance and stability improvements for voice related services.
• Various under-the-hood changes to enable the upcoming Buzzeasy major release.

We are pleased to provide you with an overview of the new features included in Buzzeasy as part of our 9th release of 2022.

This release brings performance & scalability improvements to Buzzeasy’s technical services, security improvements & routing rules removal.

Routing rules changes​

• Buzzeasy now sets routing rules for you, so configuration is significantly easier. Accordingly, the Routing Rules section of our Portal documentation has been removed.

• Buzzeasy will now automatically match to an agent based on the attribute set at the Workflow level. The routing process seeks agents with attributes equal to or greater than the value set in the workflow.

  • Any priority routing that was configured previously, will continue to work as before.

Other changes​

• We've added persistent notification to aid the Release Team's communication with the agents during maintenance release deployments.

Bug fixes​

• We've fixed an issue where some new email channels could not be registered.