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

The improvements include improvements to our New Portal, administration portal, new callback features and improvements to Agent experience.

Administration​

• We’ve added an option to change channels for callback Campaigns. This means that the configurable aspects of channels can be used to modify the way callback Campaigns are managed.

  • Note that existing callback requests for will be unaffected by changing a Campaign channel, regardless of their state.
  • Only new callback requests are affected following the changing Campaign channel.

• We’ve fixed an issue with Campaign’s Contact records. The feature contains an option to upload contact details in a csv file. Where files contained blank rows in addition to valid records, the blank records could be accepted into the Contact Record upload. These files will now be rejected, preventing blank in the list of contacts used by the campaign and easing administration.

• We’ve added an option to set a timeout specifically for the Callback timeout within the Queue Treatment menu. This allows a business to set a practical limit to the duration of a Callback. Without this option is set, the Workflow’s timeout value is used for the Callback timeout.

• New Portal improvements

  • We’ve improved the sidebar Menu in the New Portal. We’ve hidden items that a user has no access to, simplifying the user’s experience. We’ve also re-ordered menu items so they are easier to access.
  • We fixed an issue with the display of Agents in the New Portal. When Agent Settings were accessed for the first time an error message resulting in a short delay has been fixed.
  • Announcements in the New Portal have also been improved. Previously it was possible to upload sound files with a sample rate that exceeded the specification allowed.
    We’ve improved the Announcement file upload validation rules, so files with sample rates exceeding 8000 Hz are now rejected. In other words, files with sample rates of 11025hz and above are rejected . This saves the Administrator time in validating their announcements manually.

Agent experience​

• A timer for each Task has been added to the Task list. This shows the elapsed time for each Task the Agent is working on, giving the Agent more information to help manage their time.
• Rejecting or failing to answer a blind transfer will now result in an Agent being moved to a RONA break. This helps to minimize customer blind transfer times and improve the Customer experience.
• We’ve also fixed an issue where the Activity History, visible when the Agent is working with a Customer, would not automatically refresh when applying filters.

We are pleased to reveal changes and additional features in Buzzeasy for our second release of 2022.

The improvements include changes to the way Break names and Hold music are managed along with further feature enhancements.

Administration experience​

Break Names​

We've improved the way Break names are managed. This improves the experience of managing Breaks so the wording and order of break names can be precisely controlled.

Break names are now managed in the New Portal under: New Portal > Agents > Settings > Break names. Find the Break name options below the settings for the Wrap up timer, RONA timeout and Default workitem thresholds.

You'll notice two new features:

• The option to edit the Break names.

• The option to re-order the Break names with a simple drag and drop action.

We have ensured that users who follow the link to edit Break names, through the Buzzeasy Portal will be guided to the New Portal automatically.

Hold Music​

Hold music is now configurable for each tenant. As a failsafe the default announcement is used if no specific Hold music is configured.

Access the feature in the New Portal > Announcements > Hold Music. Remember default Hold music will still be used if you do not configure Hold music.

Agent and Supervisior Experience​

We've fixed a bug affecting the refresh time of the Wallboard feed.

We've also fixed a bug to improve the performance of the Dial Pad when making a Consult to queue.

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

The improvements include enhancements to working with multiple Tenants, improvements to the New Portal, and more.

Administration​

• Agents and Supervisors who are assigned to multiple Tenants, now see a Tenant selection list when they login. This makes working with multiple Tenants easier.

• You can now swap between different tenants by using the New Portal's profile view drop down.

• You may now register using the same email address across multiple Tenants.

• A profile view has been added to the New portal. This displays Tenant information, and a convenient Tenant switching blade.

Agent & Supervisor Experience​

• Under the hood technical improvements.

• The Supervisor dashboard has been improved, by adding a feature where Teams are now collapsible.

• Activity History is improved for users of 4K monitors. A browser's zoom out feature, can no longer disrupt the view of Activity History when using these monitors.

• We've resolved an issue where the Break timer's synchronization was affected during long idle periods.

Improvements​

• Fixed an issue where holiday start times had related to the Universal Time Code (UTC) causing an occasional date error.
  In the Buzzeasy Admin portal Channel configuration > Holiday Tab.
  Holidays entered relate correctly to local timezones, eliminating the error.

This release adds the option to query Dynamics / Salesforce records based on last N digits, reporting improvements and more!

Supervisor experience​

• Supervisors can now navigate to an agent's edit blade by clicking the agent name or profile picture within the Supervisor Dashboard > Attributes page.

Reporting enhacements​

• Added agent name lookup table for historical reporting.
• Improved realtime feed refresh speed.

Dynamics / Salesforce integration​

• When performing a Dynamics 365 or Salesforce screen pop you can now specify to find the records that match the last N digits of the caller's phone number. This is done by adding the parameter &matchlastNdigits=Y to the Buzzeasy URL, where Y is the number of digits. Example: https://crmagent.buzzeasy.com?channelId=XX&matchlastNdigits=Y

Other improvements​

• Fixed a rare crosstalk issue.
• Fixed an issue where the Failed Callback KPI would not increase if agent dropped the call before calling the customer.
• Enabled duplicate detection for callbacks. Customers with a request in New or Queued state will no longer be offered the callback offer until the current request is fulfilled.