The Configuration menu
The configuration menu allows administrators to configure tenant level parameters for the contact center.
Miscellaneous tab
Access further tenant level settings by navigating to Buzzeasy Portal > General > Configuration > Miscellaneous tab.
The following settings can be modified here:
Conversation sorting mode
Select between Queue time and SLA based routing as the routing engine for your tenant.
- Queue time will route conversation based on the longest wait time in the queue with no priority between the queue.
- SLA-based. SLA-based routing is a method for prioritizing conversations in different queues based on their SLA (Service Level Agreement) percentage. Here's a simpler explanation:
- Each conversation in a queue has an SLA percentage. This percentage reflects how close the conversation is to meeting or exceeding the service standards set by the SLA.
- The higher the SLA percentage of a conversation, the higher its priority. This means conversations closer to meeting the SLA targets are attended to first.
- If a conversation's SLA percentage goes above 100%, it indicates that the service standards have not been met within the specified time. In such cases, these conversations are given top priority and are routed to qualified agents first.
- When two or more conversations have the same SLA percentage, the time they have been in the queue is considered. The conversation that has been waiting longer will be given priority.
Reporting time offset
Tenant level timezone is set here. This will control the midnight reset as well as how items are displayed in historical reporting using the Local timestamps.
Data Retention period
Determine the length of time for which historical data, conversation records and case management items are maintained in the system before being removed.
Recording retention period
Determine the length of time for which recordings are maintained in the system before being removed.
Custom fields definitions
Administrators have the capability to set up to 20 unique custom field definitions within the system. These definitions can be of two types: text or choice. In the case of a choice type, administrators are required to provide a minimum of two options. To add these options, click on the downward chevron icon located beneath the recycle bin icon.
Integration of Custom Fields into Customer Profiles
Once created, these custom field definitions are automatically incorporated into both existing and new customer profiles. Initially, these fields will be present without any assigned values. The values for these fields can be inputted by supervisors via the Customers menu in the portal or by agents through the Customer Data panel. This process allows for the customization and enrichment of customer profiles with relevant and specific information.
Consequences of Removing Custom Fields
It is important to note that the removal of a custom field is a permanent action that results in the deletion of the field from all customer profiles, along with any data that was stored in it. Administrators should exercise caution, as this action cannot be reversed, and the data lost cannot be recovered.
Impact of Renaming or Modifying Custom Fields
Altering a custom field, either through renaming or modifying its properties, will lead to the removal of the previous values associated with that field from all customer profiles. This change ensures that customer profiles reflect the most current field definitions, but it also means that the historical data connected to the old version of the field will no longer be available.
Agents tab
These settings will affect all agents across the tenant regardless of their type and team.
Access this section by navigating to Buzzeasy Portal > General > Configuration > Agents tab.
Wrap up timer
Enable or disable auto-closing of tasks in the after-work/wrap-up state. When enabled, you must specify a timer. This timer represents the maximum duration of the task in the wrap-up state. Tasks automatically closed due to this timer elapsing will have the AfterWorkTimeout reason code.
Allow agents to reset wrap-up timer
Supervisors can enable agents to extend their wrap-up time for tasks when the Wrap-Up Timer feature is active. The supervisor specifies the number of times an agent can extend the timer via a dropdown, with options of 1, 2, 3, 5, or unlimited resets.
When a task enters wrap-up, agents will see an "Extend Wrap-Up" button. Clicking this button adds additional time equal to the original wrap-up timer set by the supervisor.
Mandatory completion code
Turn on this switch to prevent tasks from being closed by the agents without first assigning a completion code. Activating the wrap-up timer will override this restriction.
Hide sensitive agent information
Activate this feature to conceal the names of other agents from interfaces in the Agent Application, like the task history or the agent performance dashboard, in accordance with worker privacy regulations in European Union countries. Agents will continue to see their own name, but the names of other agents will be shown as "Other agent".
Hide internal contacts
Activate this feature to disable the internal contacts tab in the Agent Interface's directory. Agents will no longer be able to see the internal active directory.
Allow agents to select business units
When enabled, agents associated to multiple business units can decide which of these they handle tasks in.
Default work item thresholds
This setting determines the maximum number of tasks that agents can manage simultaneously. The general counter sets the overall limit of tasks that can be handled at once, whereas the media-type specific counters regulate the number of tasks for each media type. For voice tasks, the limit can only be set to 0 or 1. These settings can be modified for individual agents.
Break names
Set up the break names and their sequence according to your preference for agent display. You can rearrange them using drag and drop, add new break names, or remove existing ones.
Additionally, you may enable the timer option for each break. Once the timer set for a particular break elapses, the agent will be automatically moved to the Available state.
Chat tab
Tenant level settings that will affect the Chat media group.
At present, the only option in this section is the RONA timeout setting. If this is turned off, chat conversations are accepted automatically. When activated, agents must choose to accept or reject chat conversations before the timer runs out. If the timer hits zero or the agent declines the chat, they will be placed on a RONA break and the chat conversation will be assigned to the next available agent.
Email tab
Settings at the tenant level that impact Email media are established here.
The existing configurations include:
- Default outbound channel: This feature helps expedite agent tasks by automatically filling in the necessary outbound channel field when agents start an outbound email conversation.
- RONA timeout: If this setting is off, Email conversations are accepted by default. If it's on, agents need to decide whether to accept or reject email conversations before the timer expires. Failing to respond or rejecting the email conversation before the timer hits zero results in the agent being shifted to the RONA break and the email conversation will be assigned to the next available agent.
Voice tab
Access the voice settings by navigating to Buzzeasy Portal > General > Configuration > Voice tab.
Agent controls & Compliance
Default outbound channel
This will be automatically set channel for outbound calls. The agent can select a different channel. If not set, the agent will always have to select a channel for outbound calls done through legacy outbound flow.
Limit outbound dial duration
This will set a maximum dial duration for outbound calls. When this duration is reached, the call will stop ringing automatically. Use this to comply with company or country specific regulations.
RONA timeout
The RONA timeout determines the duration for which an agent is called. Should this timeout elapse, the agent will be sent to the RONA break, and the call will then be redirected to another available agent. For voice, RONA cannot be disabled.
Callbacks & Campaigns
Callback duplicate detection level
This can be campaign or tenant. Enable or disable automatic deletion of callbacks on customer connect. Read more about campaigns duplicate detection.
Callback request key
Set the key the customers will need to press to request a callback. Ensure your announcements are updated accordingly as the system does not change pre-recorded files automatically.
Other voice settings
Hold music
Modify the tenant level hold music. This is streamed to the customer when the agent places the customer on hold. The system will automatically rename the uploaded file to hold.wav.
Use channel number as dialing number
Use this option to alter what number the receiving party of your outbound calls see on their phones. You can select for them to either see the original caller, e.g. your Agents' numbers, or the number associated to your Buzzeasy channels that you might wish them to be able to call back.
When enabled, this option sends the configured channel number in the FROM
header of the outbound calls. When disabled, it leaves the FROM
header intact but puts the channel's number into a P-Asserted-Identity
(PAI) header instead.
The following table provides an overview of the relevant outbound call SIP header contents in various scenarios, depending on this configuration setting:
Tip
In Buzzeasy, calls launched towards your agents on behalf of a customer inbound call are considered "outbound" as well, hence you see "inbound" scenario on the table. It is however relevant only to tenants who maintain the voice system of their Buzzeasy agents e.g. via their own PBX like Avaya or Cisco or via Microsoft Teams, etc.
Note
Whether the number specified in any of the mentioned SIP headers show up on the phone of the party receiving your outbound calls depend on the phone provider's support. If they don’t support these call headers, then this functionality might not have the desired effect and the call may show the usual number regardless.
Data capture tab
Declare fields in your tenant to fill with conversation specific data in the workflows. Use the Set Data node or custom bots and integrations to set the values.
These fields show up in the historical reporting data schema (ODATA) and can also be used as an additional filter in the Conversation history report of the portal.