1868 results found

… for a new file on Puzzels FTP server periodically (every 15 mins), and if a file is found, then its imported and … /AgentAssistContactsImport/Archive Configuration File type : Choose the file extension from the drop-down list of … file type csv, the columns are numbered (Column 0, Column 1) For file type xls/xlsx the columns are labelled with …

… Based on Team Assignment We've introduced intelligent team-aware channel resolution that automatically ensures agents … Channel Selections" is configured for specific channel types • The system automatically uses these defaults when … needs. What's Included New Upload Endpoint: /api/v1/file_uploads accepts file uploads and returns secure …

… YES  YES  Conditional / follow up messages YES  YES  Type NPS LIMITED  YES  1 Type CSAT NO  YES  2 Type CES NO  YES  3 Type PMF NO  YES  … YES  Send survey by SMS link YES  YES  Send Survey via 2-way sms YES  YES  Send survey via Email link NO  YES  Send …

… whether or not to prompt evaluators to add feedback on (1) specific line items; (2) specific sections; and/or, (3) … four parameters associated with quality feedback. Part 1: The title of the feedback:  The three default tab-titles … saved. Part 2: Prompts:  The phrases used to prompt each type of feedback on line items/sections / overall evaluation …

… to inform agents about what to say to the caller if they want to click 'save recording', especially if 'pending' is … queue name. A system queue usually consists of one Media type and one skill, e.g. [Chat AND Support], but there are … The outgoing calls (callout) queue consists of media type Phone and possibly a skill. A queue might consist of a …

… of entities you are wishing to test into the testing panel, and click Run test. Once you are comfortable that the … + Create a customised entity button to reveal the slide in panel. Entity types that can be added include the following … specific code eg GB432345 A single string suffixed with Finding any reference to a particular word stem. For example, …

… a popup, where one can select all Dashboards that they want to see, as well as the precise order in which they want to see them in the tab with Dashboards:   More … you can now select queues for all media types if you want to only include some queues or exclude some queues. …

… areas. To see and interact with the API visit this Swagger page where it is possible to read the API, and the … Method: POST Content-Type: application/x-www-form-urlencoded Required Body … [Customer ID] Your specific Puzzel Customer ID (e.g., 10009 ). Response: On success, the endpoint returns a JSON …

… these options before saving this new Report Builder. Step 1 Specify Name and Description of your Report Builder The … must be unique and descriptive enough for you to know what type of Reports the Report Builder will generate. Use the … Report Builder In this step you can select what data you want to report on. Simply select the Ticket Attribute type …

… Centre Solution release implemented in the evening of June 15th, 2021 .  The changes made in this release mainly concern the Admin Portal, Agent Assist, Bot Gateway and (new) Chat Application . Note that some of these … Social media requests  In the Archive, we have renamed the type 'Email' to be 'Email / Social', since we in now Archive …

… Queue, and Conversation events, but if the email request was deleted from queue before it was allocated to agent there will be no conversation event. …

… (some hooks like the “pzlOnBefore…”-hooks can act as middleware in more advanced scenarios) Get information Information … each active chain, which interaction is currently loaded/displayed. An interaction chain is usually identified by the … may link to more than one next interaction (e.g. a panel with multiple buttons). In that case, next interaction …

… Go to Apps -> App Manager and edit the application you want to place the phone capability in. For example : Service …

… management.  The returned response must be in JSON type in order for this feature to function correctly. How to Use API … }, { "Field": "Free Text 2", "JsonQuery": … the index of the first occurrence found when searching backwards. ArrayAction Property   Type   Description   …

… a chat to a human Agent the welcome message would always be disabled. This update adds an additional option to … of the transcript, however where there was more than 1 leg of a call, i.e. if more that 1 agent is involved, we … This issue has been fixed now. Support for message MIME type: multipart/multipart An issue has been raised where the …