This release brings enhacements to the realtime data feed, improvements to sign up process and more!

Realtime Datafeed​

• Added a new agentsbyTeam KPI to the realtime data feed API that contains agent's statistics listed by team.

User Administration​

• When on-boarding an agent or a portal user, the user will now be redirected to the Agent Application or the New Portal.
• Save button will now be disabled if there are no changes for improved New Portal usability.

Other Improvements​

• Fixed an issue where Call Direction was not present in the realtime feed in case of Outbound call transfer to another agent.
• Fixed a usability issue where a user was still visible until refresh whenever that particular user was deleted from the New Portal.
• Fixed an issue where New Portal users were not able to access Agents/Teams tab despite having Role-Based Access to the Agents business entity.
• Fixed an issue where Buzzeasy Agent Application was flickering on transfer scenarios when the customer name was very long.
• Fixed a usability issue where the confirm button for assigning attributes via Supervisor Dashboard was not visible when the agent had 10+ attributes assigned.
• Fixed an issue where number of permissions was not accurate for old created roles.
• Fixed an issue where Customer ID was not created for new customers resulting in agents having to add it manually.

This release contains usability improvements, new Agent and Supervisor features, changes in attributes management and more!

Agent administration​

• Teams menu changes
  • You can search for a team member by their name or email address.
  • You can filter team members by their role: Supervisor or Agent.
  • Teams are now listed alphabetically.
• Agents menu changes
  • You can select and assign a team when creating an agent.
  • You can specify how many records are visible per page.
  • Results are now grouped by pages instead of continuous scrolling.
  • You can filter users within the Agents menu by their role: Supervisor or Agent.
  • It is now possible to bulk import agents via a CSV file.
  • You can directly assign and create attributes via the Agent's edit blade.
  • Agent attributes can be temporarily enabled/disabled using a toggle.
• Users menu changes
  • Listing users is now grouped into pages instead of continuous scrolling.
  • You can specify how many results are displayed per page.

Agent and Supervisor experience​

• Agents will be redirected to a dedicated logout page whenever they log out or are being logged out by a Supervisor.
• Logout page now has a Single Sign-On button, logging the agent in right away without asking for credentials.
• Agents now receive a notification whenever their Supervisor requests a state change. These notifications are persistent until refresh or dismiss.
• Call duration is now displayed to the Agent in the Call Control Panel.
• Supervisors can temporarily enable or disable attributes for their agents via the Supervisor dashboard.

Other improvements​

• Fixed an issue where the agent was placed on RONA when the customer abandoned the call in queue. Agents are placed on RONA only if they explicitly reject the call or they fail to answer the call within the specified threshold.
• Fixed an issue where the customer's email address could not be removed via the Customer Data Panel.
• Fixed a transient issue where very old calls could be seen in the Supervisor Dashboard.

This release adds callback reporting KPI to the realtime feed and fixes a reporting issue.

Callback reporting​

• Added Callback KPIs for the realtime feed.
  • Callback Success Rate (30min,Today,24h)
  • Successful completed callbacks / total completed callbacks
  • Total completed Callback (30min, Today, 24h)
  • Total Successful callbacks (30min, Today, 24h)
  • Total Failed callbacks (30min, Today, 24h)
• Improved reporting data for Consultative Transfer and Blind transfer scenarios within the realtime feed.

Other improvements​

• Fixed an issue where negative values would be present in Reporting resulting in inaccurate reports.

This release brings new and exciting Supervisor features, enhancements to the Agent experience, and more!

Supervisor experience​

• Supervisors can now control and change the state of an agent directly from the Supervisor Dashboard.

  • make an agent available
  • move an agent to break
  • forcibly log out an agent

• Supervisors can now see agents grouped by the teams they are responsible for in the Supervisor Dashboard. The ability to create teams and assign agents to a team was introduced in the previous release.

  note

  To ensure a smooth transition, as part of this release all existing Supervisors and Agents in your tenant will be assigned to the Default team.

Agent experience​

• Agents have now the option to cancel break reservations (PendingBreak) and logout (PendingLogout) requests.
• Switching between breaks will now reset the duration displayed on the User Interface. This now synchronizes with the Supervisor Dashboard duration.
• Added browser notifications to inform the agents that they have a new activity or unread messages within Buzzeasy Agent whenever their Buzzeasy Agent is out of focus.

Other improvements​

• Fixed an issue where in some rare cases, the agent receiving a transferred call would be placed automatically on mute.
• Fixed an issue where the Dial Pad was overlapping the Agent's state in certain cases.

This release brings new Beta Portal features as well as Quality of Life improvements.

Changelog​

• We’ve added Redirect and RedirectToChannel actions to:
  • OpeningCheck segment: Open, Closed
  • Message segment: MessageSent
  • Queue segment: QueueTimeout, OutOfHours, NoAgentLoggedIn
• Added configurable RONA timeout to the New Buzzeasy Portal.
• Agents can now be onboarded via the New Buzzeasy Portal.
• Role of an agent is now displayed in the New Buzzeasy Portal. Available roles: Supervisor, Agent.
• Added Teams menu in the New Buzzeasy Portal and the option to create Teams.
• Added option to screen pop based on the following contact details in Dynamics:
  • mobilephone
  • business2
  • home2
• Fixed User Experience issues showing inaccurate error messages when using various Beta Portal functionalities.
• Fixed an issue where CRM Connector would not load in Dynamics under certain circumstances.
• Fixed a User Experience issue where Maximum number of queued conversations option was mandatory resulting in an error when editing a Workflow.