1868 results found

… in the Puzzel Contact Centre Solution October Release 2019, implemented in the evening of October 15th, 2019. The … and widgets, we have split our keyboard shortcuts into two types: Application Shortcuts Widget Shortcuts Application … Hold/Unhold Alt+M Recording Alt+R Censor Ctrl+Shift+X Forward Alt+T Transfer Alt++ Consult Alt+- Send-Message …

… name of the group and select Queue Reservation as the Group Type    Enter the Start or welcome message and signature … Click Save before proceeding to the next tab Go to Bookable hours tab to view recurring bookable hours by … selecting the users from the list. Click Save. Select Case types to be made available to this group and click Save Go …

… at the Overview level than at Queue/Agent level.   Several ways to enter and exit a queue One incoming call may go … for email and social media we show requests with media type email (and social) per queue, and in Details per agent … overview if you use Puzzel Case Management. Without these 2 columns shown, the report might look strange since you …

… Flows are built in the Call Flow Tool. From this release onwards, it's possible to upload a new audio file directly … have any  API  users, please make sure you have set User type to API for such users and that the Puzzel ID field is … there is an adherence exception at the start of the agent’s 1 st non-absence scheduled activity. Until now, if a period …

… node under Node Response Behavior . Under Options > Node Type , select Smart from the dropdown menu. Add a Response … in Order Based on Best Matches , depending on whether you want the order to be dynamically adjusted or remain static. … to the fallback node. However, in some cases, you may want to direct the user to a more relevant action instead of …

…   Access Tokens Use Puzzel Id OAuth2 access tokens to communicate with the API.  Two scopes are … https://{platform-area}.puzzel.com/id/connect/token Content-Type:application/x-www-form-urlencoded … headers. However, they are required and should always be included for requests to be handled. Endpoints and …

… added, and you can update existing sound files in different ways.  Sound files can also be uploaded directly into … Caller input and Menu in the Call Flow Tool .  If you want to limit which rows (Sound files) that are shown for a … in the list box see relevant sound files, and you can type something in the Filter input field to only see a …

… more) caller_on_hold_sec : The number of seconds the caller was on hold due to this agent clicking Put on hold and doing … add_originating : If an Additional calling party number was sent together with the caller’s number and destination … leg_type : Shows the type of call this conversation event was. The most used values are: Agent: Call to agent from …

… like a private conversation. Fixed Application Layout We want our admins to be able to define how the agent’s … is applied, blocking all further notifications for this type. Also, the active filter(s) are separated in four … that require shorter storage time than the default (e.g. 45 days for queue x and 30 days for queue y) Only a few …

… Do you want to build a report based on User, Team, Channel, … available column in the Report Builder for these reporting types. Ticket Counts New Tickets  – The number of new … for a ticket. For instance, if a ticket was created at 1 PM and then updated at 3 PM, the "time_in_state" for that …

…   Health Features The Health section provides five key types of checks: Improvements – Recommendations for … that chatbot behavior remains consistent after updates. Two Types of Tests: Test Path – Verifies that the chatbot …

… sync across all your workflows. Available List Types: Email Lists:  Centralise email addresses for … automatically shows toggle options only when both message types are available   Additional Improvements Bug Fixes: … delete tags … Release Notes Puzzel Case Management August 14th 2025 …

… interrupted by incoming calls/requests, there are different ways to do this. Before you conclude what is the best … pause reason , and the reported time in Wrap-up and AHT . 1) A separate profile for Outbound mode/Back-office The … time is included in Time in pause . Report Time per pause type shows per agent the Time logged on incl pause, Time …

… as an alternative to update one user at a time. You might want to add missing information, e.g. Firstname, Lastname if … usergroup_name, language_code, user_id, keywords. Row 2-N contains the users that will be updated. We allow max … today, the value in the database will be deleted!  User type and Puzzel ID should not be included in the file. When …