Buzzeasy Release notes, 6th of May 2023
This release brings new functionality to our outbound Campaigns, Business Units features, the historical data feed and other improvements.
Outbound Campaigns
We continue to improve on Campaigns 2.0, our structured preview outbound calling capability.
Auto-accept tasks for agents
Introduced the ability to configure an auto-accept timer affecting the behavior of the Buzzeasy Agent when campaign tasks arrive to the agents. It offers supervisors and administrators control on how much time agents can spend with a campaign task – preparing for the outbound call – before dialing.
When enabled, the timer counts down and when it hits 0, the outbound call process starts automatically. As usual, Buzzeasy starts calling the agent first. If the agent fails to pick this call up, then they will be moved to RONA break.
When enabled and the timer is configured to 0, then the outbound call process effectively starts as soon as the campaign task lands at the agent.
This option can be found on Campaign 2.0 > Details > Configuration.
Auto-close campaign tasks for agents
Introduced the ability to configure a timer to automatically close campaign work items at the end of the outbound call.
When the feature is enabled and the outbound call is finished, the agent has the specified amount of time to close the campaign task. Otherwise, when the timer reaches zero, the campaign work item will be closed automatically and the task for the outbound call will enter the Wrap-up state.
When the feature is disabled, the system behaves as before: the agent can take their time before manually closing the campaign task.
This option can be found on campaign 2.0 > Details > Configuration.
Rejecting tasks
Introduced the ability for agents to reject arriving campaign tasks. In doing so, the campaign task will be moved back to the queue, and the agent is put to RONA break.
Together with the auto-accept timer, this new feature benefits the agents as they now have the option to review the customer and their activity history within the allotted time, and eventually decide not to deal with them at the moment.
Rescheduling campaign records to anyone
A campaign record is one customer to be contacted. Buzzeasy creates a task for the campaign records and assigns them to agents. This new option allows agents to schedule new campaign tasks for the campaign records, so they get re-queued again at a later time. The target of this rescheduling is anyone with proper affiliation to the given campaign (via attributes).
As of now, agents can reschedule campaign records during the outbound call, or when it is finished. In a subsequent release we will add the option to reschedule a task before initiating the call.
The system will file the reschedule request when the campaign task is closed.
Redialing a campaign record
Once the outbound campaign call is finished, agents can now optionally choose to redial the same customer once again, if needed.
Business units
Our optional Business Units capability is receiving more and more high profile updates as we gear up to extract all benefits this organizational segmentation feature provides.
Segment customers with business units
Administrators can now assign business units to customers through the portal. The customer list can also be filtered by business units.
In addition, customers are now automatically identified in the context of a business unit. This means that in case the same customer reaches the contact centre via different business units, then they will have multiple separate customer records in those business units, with unique histories.
Segment channels with business units
Introduced the option to assign business units to channels, including Campaigns 2.0. Customers engaged through these channels will now be identified in the context of the business unit on the channel, and routed to agents in the same business units.
Attribute based queue-agent assignment works the same way as before, but business units can be used to further filter the target agent population for the channels.
Segment email templates with business units
Introduced the option to assign business units to email templates. This will be used later on to filter these by the business unit of the conversation.
Segment agents in collaboration scenarios
During collaborative scenarios (transfer, consult) the Agent list tab of the Directory is now filtered by the business unit of the conversation. Only agents having the same business unit as the conversation will be displayed.
Historical data feed Odata 2.0
We expanded our historical data source with the followings:
- Added a campaign lookup table, so historical report designers can show and use campaign details in their reports even after those campaigns are deleted from the system.
- Added campaign ID & campaign record ID fields to the Workitem table.
- Performance & resource consumption improvements for the services & storages in our data source subsystems.
Other changes
In-queue callback request trigger key
Admins can now configure the callback request key the customers need to press while waiting in a queue, therefore they can deviate from the default "1" key.
Find this option in the Portal > Configuration > Voice, and so this is a tenant wide setting.
Javascript script rendering
Buzzeasy can now execute and render Javascript code applied to the script specified in the Agent Workspace. Javascript code in the scripting service offers extreme flexibility in terms of script field analysis and algorithmic manipulation, as well as sophisticated integration to customer backend services, etc.
Email workflow idle time threshold 21 days
Extended email workflow's maximum idle timeout from 7 days to 21 days. This means emails remain sitting in their queues for this amount of time before the system considers them expired, and removes them.
Campaign template ID column removed
Fixed an issue where campaign templates contained a customer ID column. Campaign templates are CSV files that admins and supervisors download to see the campaign record structure (column headers), and fill it up for uploading customer contact data for a campaign. An ID field there is obviously unusable, and got there by mistake previously.