142 results found

… for a skill already in a profile on this page.  If you want to add a skill to a profile, click + to open the Add … a skill or change skill level in a profile, and at least 1 agent is logged on to queue with this profile, we give a warning so that you can decide to do it now, or cancel and …

… Legacy Knowledge Base Upgrades Final Reminder Following our announcement from January 28th 2026 , an automated …

… need to make sure that you have read the information regarding a potential need for an amended Data Processor … level, user group level or for specific users from the accordion labelled ' Admin Portal Menu ' as shown below. The following properties may need to be enabled depending on which user groups or users you wish to grant access …

… not updated. The initiation event’s start is when the task was created, and it’s end when the agent finished the task. … queue event with start at scheduled time, duration until it was deleted and result=d is created, in addition to the …

… details and calendar. With sufficient access, you can edit some of these details. Maximum 500 contacts are listed … access, you can Delete an appointment (an event). Adding an appointment If you have sufficient rights, you can … Directory or another source with a set of fields that they want to synchronise. By setting some fields with web as …

… This article covers Raw data for Callback in queue and Scheduled (web) callback. When a caller orders Callback in Queue (often … Puzzel calls an agent and the one that ordered CiQ. When events for a new session for an existing call_id are ready …

… corner on the Silent Monitoring page. If the agent that you want to monitor is already active in a Puzzel call, you/the … listener will receive a call immediately.  If the agent you want to monitor is not engaged in a Puzzel call, you/the … be called. Please note there is no guarantee the agent you want to monitor will receive and answer any call from Puzzel …

… timeline. Customer Intelligence Panel:         Ticket list was not being displayed for some of our customers. This has …

… Tags are a great way to label specific Tickets & Queries.To add new Tags, go …