• Home
• Portal
  • Getting Started
  • Organizational Hierarchy
  • Roles [Moved]
  • Users [Moved]
  • Conversations
  • Channels
    • Opening Hours
    • Holidays
    • Disposition Codes
    • Configuring Voice
    • Configuring Webchat
    • Add Buzzeasy Chat to Your Website
      • Standard Buzzeasy Widget
      • Build Custom Chat Widget
    • Configuring Email
    • Configuring SMS
    • Configuring WhatsApp
    • Configuring Twitter
  • Workflows
  • Bots
    • Data Collectors
    • FAQ Bot
  • Agents and Queues
    • Administering Agents [Moved]
    • Routing to Agents
    • Attributes
      • Creating Attributes
      • Disabling Attributes
      • Deleting Attributes
    • Capability Management
    • Work Item Thresholds [Moved]
    • Routing Rules
    • Priority Routing
    • Queue Treatments
    • Callback in Queue
    • Queue Position Announcements
    • Using Queues
    • Break Names
    • Wrap-up Time [Moved]
    • RONA Time [Moved]
  • Teams [Moved]
  • Campaigns [Moved]
  • Users [Moved]
  • Maintenance
    • Email Groups
  • Legacy Features
    • Legacy Access Control
      • Users and Permissions
      • Roles and Resources
    • Legacy Callback
      • Callback Core Functions
        • Administration of Contact Centre Numbers
        • Administration of Service Queues
        • Administration of Callback Slots
        • Administration of Callback Slots
        • Administration of Call Pacers
      • SMS Campaigns
        • Administration of SMS Campaigns
        • Campaign Importer
      • Surveys
        • Campaign Importer for Surveys
        • Survey Reports
      • In-Queue Callback
        • Designing In-Queue Callbacks and Announcement Groups
        • Managing Inbound Numbers for In-Queue Callbacks
        • List of Announcements
        • IVR Call Flow
• Agent [Moved]
• Supervisor [Moved]
• Reports
  • Power BI Reports
    • Filtering Panel
    • Service Level Definition
    • Customer Satisfaction Report Page
      • Customer Satisfaction Report
      • Customer Satisfaction Report - Table of KPIs
      • Lost Calls (%) vertically aligned visuals
      • Service Level
      • Successful Outbound calls rate (%) and Handled Inbound calls rate (%)
    • Operational Efficiency Report page
      • Operational Efficiency Report
      • Operational Efficiency Report - Table of KPIs
      • Agent Occupancy
      • First Call Resolution
      • AVG Queue Time
      • Average Call Duration
    • Agent Performance Report page
      • Agent Performance Report
      • Agent performance table
      • Number of Calls visual
      • Abandoned and Failed Calls (%)
      • AVG Handling Time card
      • Service Level Card
      • AVG Queue Time Card
    • Detailed Agent States Report page
      • Detailed Agent States Report
      • Detailed Agent State table
      • GT Sum of duration by Agent Name and State visual
      • State Duration card
      • State Count card
    • Detailed Call Report page
      • Detailed Call Report
      • Detailed Call Report table
    • Call Averages Report page
      • Call Averages Report
      • Call Averages Report - Table of KPIs
    • Missed Calls Report page
      • Missed Calls Report
      • Missed Calls table
      • Number of Missed Calls
      • Abandoned Calls
      • Failed Calls
      • Unique Numbers
    • Call Statistics by Hours Report page
      • Call Statistics by Hours Report
      • Call Statistics by Hours table
    • Closure Codes Report page
      • Closure Codes Report
      • Table of Closure codes
      • Percentages of Closure Codes % - Pie Chart
    • Break Durations Report page
      • Table of Break Durations
    • Email Report page
      • Email Report
      • Table of Key Email performance indicators
    • Chat Report page
      • Chat Report
      • Table of Key Chat performance indicators
      • Rate of Escalations
      • Rate of Completed Conversations
      • Call Duration Averages
      • Chat Feedback Rate
    • Callback Report page
      • Callback Report
      • Callback Requested by Hours visual
      • Table of Callback Requests
      • Card KPIs - Right hand side of report page
  • OData Stream Definition
  • Callback Definitions
  • Realtime Definition
• How-to articles
  • Bots
    • Create a custom bot in Buzzeasy
    • Get QnA Maker subscription key
  • Chat and Social
    • Setup a Facebook page for Buzzeasy Chat
    • Setup a Twitter page for Buzzeasy Chat
    • Setup Salesforce Chat (Live Agent) for Buzzeasy Chat
  • CRM Connector
    • Setup for SalesForce
    • Setup for MS Dynamics 365
  • Reporting
    • Read the Wallboard
  • APIs
    • Buzzeasy Callback API
    • Buzzeasy REST API
  • Directory Setup for Microsoft Teams
  • Setup Teams Agent Connector
  • Configure Hold music
• Glossary [Moved]
• Release Notes [Moved]