We are pleased to provide a summary of the changes included in Buzzeasy, as part of our eighth release of 2022.

The release brings improvements to stability and performance, and a technical change that improves the refresh time of the agent profile data in the Buzzeasy Agent application.

We are excited to provide you with an overview of the long-awaited features included in Buzzeasy as part of our 7th release of 2022.

Agent Performance Dashboard​

Agent performance dashboard allows the agent to view their statistics and improve their performance based on them.

Available statistics​

• The agent Performance tab
  • Shows handled tasks today
  • Shows average handling time today
  • These are split per media type: Voice, Messaging, Webchat, and Email
• Queue stats tab
  • Shows your queues, if your supervisor assigned a queue to your team.
  • Shows tasks waiting in the queue right now.
  • Shows tasks accepted from the queue today.
  • Shows tasks abandoned in the queue today.
  • Shows SLA value right now, if your supervisor configured it for you. By default, this is set to 0 (disabled).
  • Shows the longest call waiting duration right now.
• Teams tab
  • Shows the teams you are part of.
  • Shows agents logged in, on break, or busy, including yourself. The Agent Performance Dashboard also features a favorite tab, you can add items to your favorites tab by simply clicking the star icon for whichever item you want to add. These statistics reset at midnight based on the timezone configured by your supervisor under the Reporting offset section.

Additional functionality​

• You may collapse or expand the Agent Performance Dashboard.
• Upon refresh or logging out and then back in, the Agent Performance Dashboard will remember your previous choice as well as your favorites.
• These preferences are kept in a browser session and are not tied to your agent account, for example, logging into private mode will not keep your preferences, such as the state of your Agent Performance Dashboard or favorites, however, your statistics will always be available to you.
• Today metrics refresh every 7 seconds.
• Now metrics refresh every 5 seconds.

In case you missed it, we prepared a walkthrough video of the Agent Performance Dashboard. Watch it here.

Other changes​

• Profile picture of the agent is now displayed within the Agent Application. To change your profile picture, simply change your profile picture within your Microsoft Teams account. This picture is not displayed to the customers you are interacting with.

We are pleased to provide you with an overview of some of the changes and additional features included in Buzzeasy, as part of our sixth release of 2022.

The release brings improvements to Administration functionality, dedicated Campaign opening hours and more!

Supervisor & Administration​

• Supervisors can now easily specify when to process campaign records and Callbacks thanks to the introduction of dedicated Campaign Opening Hours.\
• EARLY RELEASE Supervisors can now configure Performance Dashboard Queue SLA for the Queue Segment as well as Performance Dashboard Abandoned Threshold. These configurable fields will be used in an upcoming release to display various performance metrics to the agents.
• Addressed various issues related to OutOfHours Queue action.
• Addressed various issues related to Maxmim queued conversation functionality.
• We are now supporting custom integrations within the New Buzzeasy Portal through the Service Hooks menu.
• Addressed cosmetic issues related to Agent States being misaligned in the Supervisor Dashboard.
• Supervisors now have a better overview of their teams thanks to the Availability per team feature added to the Supervisor Dashboard.

We are very pleased to provide you with an overview of the changes and additional features included in Buzzeasy, as part of our fifth release of 2022.

The release brings changes that will support our next reporting feature. This will enhance Buzzeasy customers' ability to monitor their performance and improve their efficiency.

We've also improved the new portal user's experience with the inclusion of a profile picture.

Administration and Reporting​

We've added the option to assign a queue to a Team to support an upcoming reporting feature. Note that the feature is reporting oriented, assigning a queue to a team has no effect on routing decisions.

Portal users can begin assigning queues to teams, these will be used once the feature is fully available in the production version of Buzzeasy.

We've also added a reporting offset at the Teams level. This is a timezone offset that allows a team's location to be recorded. This feature will be used for the upcoming reporting feature. The feature enables a portal Administrator to select one of the available timezones in Teams, in order to modify the reset mechanism of the future reporting feature.

When cancelling a Campaign contact record, there is now instant feedback with a confirmation message for the removal.

We improved the Buzzeasy new portal user's experience by including an image of those users in their Agent profile. A new portal user will need to have a profile picture configured in Microsoft Teams to view their image, as the image is called from MS Teams. The feature enables greter visibility of the specific account a new portal user is logged into.

Bug Fixes​

• We've fixed an issue where long customer names are now properly aligned, in the call control an Agent uses, when handling a voice call.

We are pleased to provide you with an overview of some of the changes and additional features included in Buzzeasy, as part of our fourth release of 2022.

The release brings changes to the Agent application, improving the Agent experience and Agent application bugfixes!

Agent experience​

• The Agent Profile, state timer and change status button are now bundled together on the top right-hand side of the screen. This streamlines the user interface, improving Agent productivity.
• The change status button is now a simple down-arrow, or chevron icon. The Agent clicks the icon to reveal their familiar change status choices in the dropdown menu.
  • The icon is not labeled, this improves the use of screen space.
  • The Agent finds the icon using their pointer to hover over the icon; a tool-tip explaining the icon will display.
  • As the new icon is bundled with the other Agent details, in the Agent profile, it is easier to find improving the Agent’s efficiency.
• We've added an After-work timer.
  • When a task is processed and in after-work state, a new after-work timer displays. This lets the Agent know how long a task has been in after-work state, improving their efficiency.

Bug Fixes​

• We've resolved an issue related to the break names in the Agent's Change status dropdown menu.
  • Very long break names would not fit in the Change Status drop-down. Now long break names are truncated and a tooltip displays the break name in full.
• We've also resolved an issue affecting timers in the Agent application. Previously, refreshing the Agent application page, could reset the timers. The timers now synchronize with the server automatically.