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… and optionally From and To dates for the campaign. New contacts are not moved from the list into the queue outside your … Please note that the "call contact first" modes require Puzzel Softphone (or an external phone that gives immediate …

… each logged on agent. However, the profile name does not always tell you which system queues that are covered. … controls now sync state with the Agent application's software buttons like Mute, Answer, etc. The integration is … in the product, there is no need to install additional software and enables automatically when EPOS headsets are …

… tab To edit an existing tab, or customize a tab, which was newly added, simply click on its name. This will open … there can only be one instance of the tab Enable 'Tab is always open' property – determines whether the tab stays open … color, which will be used for the Tab Header and add tab modal title Adding widgets One can add widgets on the layout …

… products during the selected time period, along with the total sum of all products sold. Renamed the Talk time scalar …

… rules based on complex criteria (e.g., VIP status, cart total). Continuous Monitoring: Custom functions are …

… of the process. Returning to the example above, if you want the template to generate 4 evaluations per agent per week, and you want work-queues to be replenished once a week, then (as … you assign to each agent would be 4. Alternatively, if you wanted to replenish work-queues on the 1st day of every …

… Step 1: Select a contact to evaluate If you want to dive straight in and start evaluating contacts, you … to share to a channel appears at the bottom of the feedback modal (as highlighted below). Step 4: Publish the evaluation …

… on your search engines. Knowledge Hub – Manage your data sources and search engines. Configuration – Adjust … performance insights and activity across your connected data sources and search engines. You can: Filter by date … displayed statistics. View summarized analytics for each data source or search engine. If you see “There is no data …

… Deletion Period: You can define in the application when you want the system to automatically delete tickets and customer … to this feature, Puzzel are not able to assume how you want these settings configured in your account.  Therefore, … settings will be set to the same settings as they have always been, however automatic deletion will now be set to ‘ …

… sum(case when result_code <> 'd' then 1 else 0 end) TotalCalls, sum(case when result_code = 'h' then 1 else 0 …

… to it. Admin Portal  Keywords per user When an agent wants to call, consult with or transfer to another agent, … Start (default) or based on request’s Finish. If you want to search for a call, chat or email/task you know when … the Agent statuses for the Contacts Tab and Forwarding Modal. The Status column is now removed and the current …

… Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … phone queues. Agent application Show Queue Status when Forwarding calls Requires configuration in the admin portal. … notes. When an agent is connected to a call they may want to transfer or consult the call to another queue. This …

… access restrictions applied to their account will see this warning on any restricted page: Report filters will also carry the same warning, with the Data Capture Response disabled for …

… . Details about these events can be found here . If you want to see the “timeline” for one agent, you can use the … chats/social/emails, so the idle time is not equal to total time minus sum “speaktime” for all the conversation …