We are excited to provide you with an overview of some changes and additional features included in Buzzeasy as part of our release on 31st October 2021.

The main areas of improvement include the supervisor dashboard and the callback feature.

Supervisor Dashboard​

• You can now see what break the agents are on within the Supervisor Dashboard. We have even extended this as part of the presence you get when looking up for an agent to perform consults and transfers.
• You can track the time spent in an agent state, so performance and workload can be monitored.

Callback​

• Callbacks show up within the Activity History panel as a task to show any previous Callbacks handled for the same customer.
• When a callback arrives to you as an agent, you can now see the context including the channel name, campaign name and all the collected info from the initial call.
• We have improved the speed to process a callback to meet customer expectations.

• You can now upload your announcements for callback directly into our new portal.
• Enhanced the usability to setup callback within your Queue Treatment flows.
• Added an option when to offer a callback within your Queue Treatment flow to give you more control of the behaviour.
• Restricted callback to only numbers that can be reached.
• Added callbacks waiting metric within your real time data feed.

Other Improvements​

• You can now set your max number of conversations allowed within the queue. When this is reached, your workflow can handle this to redirect elsewhere to help maintain business operations
• Audio improvements in conference and transfer scenarios.
• You can now track your outbound calls within your real time data feed