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… scheduled & actual activity template codes match You might want the schedule to be specific about what the agent is … but the new page has 1 second granularity). You may want to stick to making authorisations on the existing … of the screen. Agent filtering The new agent filtering that was introduced on the Scheduling>Month page is on the …

… Management and Puzzel Workforce Management. These release notes are preliminary and features in this document are … the launch of any feature described in this article.  Note that some of these features may require a customised … to configure inbound productivity rules. … Release Notes, September 17th/18th 2024 …

… new chat solution points to the following URL: https://euwa.puzzel.com/loader Both the old and new chat solutions are … will be deployed in the new chat solution only. Addition of sub processor for new chat solution Our "new" chat … the data processing agreement (DPA) with Puzzel. Also be aware that the IP-addresses used for communication with the …

… To bulk upload users: Go to  USER MANAGEMENT   Click  Add & Edit users  Click the button,  Bulk Upload users  to reveal … (one row for the header and 1,999 rows for users). If you want to upload more than 1,999 users that's OK, but you'll … found, you will be prompted with the row where the error was identified with some guidance on the nature of the …

… in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … as SLA scores (or points). We have now added a column next to Overflow 1 and next to Overflow 2 that shows the … connected usually within 1 second. If agent hangs up within 9 seconds, the contact’s speaktime will be less than 10 …

… with a specific value, a table of values or a chart that displays one or more series of data.  Add a Widget You can … icon on the top right of the Dashboard page:   If you want to add a Widget to the active Dashboard, select Add widget in the sub-menu. (If you want to create a new Dashboard, select Add Dashboard).     …

… uses the relevant Time module’s defined opening hours and exits (as can be seen in Call Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … being processed. Delayed Auto Response - (Release on 19th November 2021) New feature to allow a templated auto …

… This guide walks you through setting up and integrating a SupSearch … creation and configuration to training, testing, and embedding it into a bot. Prerequisites Before you begin, ensure … in natural language. Search Engines can be integrated directly into chat systems or deployed as independent search …

… exist is found in “Predefined Entity Variable” If you want to create a new entity, you select “Manual Input Entity … The selected Entity text is the value of the entity. If you want to separate for example products, the value and the … same. [volvo](volvo) [tv](tv) [computer](computer) If you want to define a list of for example city name. You can add …

… a phone call if he already has a written request. If Y is 2, the agent can receive a call if the agent has maximum 2 … (1), Busy(1), Busy (2) or Connected (1). If several chats wait in queue and an agent who can handle e.g. 3 chats … for the logged on agent whose Puzzel agent application was unavailable will have result_code=c.   Who ended the …

… CRM The CRM mode is used as a complement to the standard dialer/outreach process, describing a longer sales process. … *Offer*, with final outcomes of *Order* or *Lost*.  Any modifications to these are handled by support.  To create a … sales process, such as Subject and Weight , if you do not want to allow free text, which is the default setting.   …

… in the release implemented in the evening of November 1st, 2022 . The changes made in this release concern the Puzzel … Export - Overtime year wrong … Release Notes November 1st 2022 …

… tab, you can see the graphical flow of the call. The different events shown are: Menu events, showing which menu … went through Queue events, showing how long the caller was in each queue Conversation events, showing agents the caller was connected to. Please note that Raw data Conversation …