Buzzeasy Release notes, 17th of February

We are excited to reveal the changes of our second major release of the year.

This release brings brand-new features for the new Agent Application, changes to customer administration and more!

New Agent Application

Chat changes

  • Implemented agent assistance feature which suggests up to 3 replies based on the conversation queue configuration. When a customer triggers matching criteria, suggested replies are displayed in the chat interface for the agent's convenience.
  • Improved workflow for agent interactions with suggested replies:
    • When an agent clicks anywhere on a suggested reply (except the paperclip icon), the message is automatically added to the input box, allowing the agent to edit it before sending.
    • Agents can now send suggested replies directly to the customer by clicking the paperclip icon, streamlining the process without additional clicks.
  • Enhanced media handling capabilities to support playback of Instagram stories.
  • Agents can now quickly identify the source channel of incoming chats, improving efficiency in handling and prioritization.

Task History for agents

  • Implemented Task History tab within the agent performance dashboard. When agents are available or on break and access the dashboard, clicking on the Task History tab now displays their task history for the past 7 days, excluding tasks done by other agents.

  • Improved user experience by displaying key details of tasks at a glance in the Task History tab. When agents check specific tasks in the Task History tab, customer name, media type, direction, date, and time are now displayed without the need to expand the item, providing quick and efficient access to essential information.

  • Expanded task details view in the Task History tab to include additional information. When agents expand a task, they can now view phone number, business unit, completion code, work item result, and notes, providing comprehensive insights into each task's context and outcome.

Others

  • Added the option to transfer to Internal users that are Busy, Away or Unavailable through the Internal Contacts tab of the Directory, allowing agents to transfer calls to the backoffice regardless of the state set in Teams.
  • Added queue information such as queue name and queue time to call Preview to enhance the agent experience by providing additional context before accepting a call.
  • Added queue name to the active call to provide additional context during the call to the agents.

Administration

Download customer records

We introduced the ability for admins to export customer records for a specific business unit in CSV format. Admins can now filter and download data items based on criteria such as email, phone, and name.

The export functionality includes phone numbers, external profiles, and custom schema data, enabling admins to work with comprehensive dataset.

Custom ID for users

Introduced functionality to link the internal ID with the Buzzeasy user ID through the Custom ID field of a user's profile.

The CustomID is now available in the User's lookup table in the oData feed.

Others

  • Resolved an issue where supervisors could not cancel a campaign record if an agent missed the record task and was moved to RONA break.
  • Fixed an issue where under rare circumstances agents having the same business unit were not properly displayed in the directory.
  • Stability improvements to campaign task handling for Agent Application 1 and 2.