471 results found

… (if enabled) failed in some cases where a phone number was provided, but no email address. It is now possible to …

… Resolved a critical issue where the notification system was approaching capacity limits. The system has been … service. Increased notification capacity from 2.1 billion to 9.2 quintillion Webhook Reliability Improvement … PDF Exports - Ticket histories now export with clean, readable formatting Webhook Payloads - Plain text versions of …

… (Azure AD) administrator account from the Azure tenant you want to onboard. Once accepted, the applications' service …

… Here’s what you can include: ✅ What You Can Enter 1. Country Code (Optional) You can start with a country code, like: +1 (USA/Canada) +44 (UK) 91 (India – with or without the + ) It’s …

… queue is shown with a queue event for the queue the hang up was done in. If you downloaded the General info for such a hang up call, the queue event was not included in the downloaded file, but from now on it … IVR. Voice Bot feature also supports Puzzel's Bot Gateway to integrate with your connected Chatbot frameworks to …

… In this section you will find the following fields: 1.     Name: Choose the name you would like for your … will access to reach their Customer Hub. The URL will always have this format  - https://(tenantname).hub.puzzel.com … should be up to 80 px in height and a maximum file size of 100 kb. Favicon: Your Favicon is the thumbnail that will …

… This article outlines a Feature Comparison between SMS Survey (for which End of Life has been announced) and … feedback collection tool Customer Insight.  Feature SMS Survey Customer Insight Management overview LIMITED  YES  … Status overview LIMITED  YES  Enable / Disable YES  YES  Survey clone NO  YES  Survey archive NO  YES  Start/Welcome …

… is open 08:00-15:59, but on Christmas Eve (Monday) you only want the contact centre to be open 10:00-13:00. How should …

… the selected calendar view. Booking: Week number is now always visible in the calendar view within booking. Improved … Two new columns added: Column displaying calls exceeding 1 minute duration. Column displaying calls exceeding 2 … Enhanced recording dimension functionality now includes metadata from associated calls, enriching the base export with …

… be able to: Link multiple contacts together via a unique CX case. Configure how you want to score CX case outcomes. Evaluate all of the contacts in a CX case and then assign an overall CX case outcome. A CX case …

… make sure this is ok for your agents and that they are aware of it. Limit Archive recording access to days : If an … (unless the caller denied call recording). However, if agent1 (with forced recording OFF) initiates a call to agent2 … Intelligence - access to recordings . If you have call metadata and recordings from your Sales Intelligence solution …

… This article provides an overview of changes and additional features included in the April 19th,2022 release. … a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost … Performance improvements A rare bug that could cause Forwarding of calls to fail has been fixed Translation fixes …

… features included in the planned release window of  June 10th to June 14th. The changes made in this release concern … of all active agents in real-time, allowing for immediate awareness of who is available, who is busy, and for how long. … contents in customer card split into 2 columns for better readability. "Forced Preview" added as a new type of call in …

… Users have the option to create a case by clicking on the “Create a new case” button. At the centre of the screen if they haven’t … menu with available forms (configured in Puzzel Case Management) that users can choose from depending on their …

… tab), but it's not unusual that it takes a bit longer (10-15 minutes). A call recording file/a chat log linked to a … the end-customer might not answer the Survey right away. Please note that a call/chat usually ends 3-30 minutes … a simplified version of the General information (aka metadata) for the requests in the search result as a xlsx file, …