143 results found

… Score, responses, and Percentage of Total. Video Tutorial Watch our video tutorial on how to use the analytics …

… in the form of a dopdown panel.        Video Tutorial Watch our video tutorial on how to use the survey designer …

… refer to this guide . Step 1 - Find and add Puzzel application from Entra Gallery For this step you need access to … from one in order to complete this step. See What is application management? - Microsoft Entra ID for more details on … (Azure AD) administrator account from the Azure tenant you want to onboard. Once accepted, the applications' service …

… be useful where the agents rely on internal business applications like a CRM to view and register interactions with … (if enabled) failed in some cases where a phone number was provided, but no email address. It is now possible to … The refresh menu icon is fixed so that it refreshes the Category and Sections displayed in the widget. Admin - …

… of current configurations, or just an empty list. Either way, you should also have the “Add” button displayed on the … if you wish to start using the configuration right away. Step 6 - Grant admin consent As a final step, consider … what resources the app can access. There are a couple of ways to access this section: Return to the Azure AD …

… queue is shown with a queue event for the queue the hang up was done in. If you downloaded the General info for such a hang up call, the queue event was not included in the downloaded file, but from now on it … IVR. Voice Bot feature also supports Puzzel's Bot Gateway to integrate with your connected Chatbot frameworks to …

… release mainly concern the following areas: New Agent Application Current Agent Applications Administration Portal Some … headlines for this release. Softphone - Postponed Our plan was to launch a new Softphone solution in the October … need for additional testing and quality assurance, so this was removed from the release and is postponed. The plan is …

… is open 08:00-15:59, but on Christmas Eve (Monday) you only want the contact centre to be open 10:00-13:00. How should …

… contacts together via a unique CX case. Configure how you want to score CX case outcomes. Evaluate all of the contacts … already belongs to an existing CX case, you will receive a warning letting you know that it cannot be attached to your …

… Performance improvements A rare bug that could cause Forwarding of calls to fail has been fixed Translation fixes …

… users can choose from depending on their support request. Subject: The user can identify the subject of their request Content: The user can provide … The information that is visible here is:  The Ticket’s Subject  Ticket No.  Ticket Status  The option to “Resolve …

… No such event in Raw data. This is the time from Callback was ordered until the callback is answered (for callback … are overlapping with speaktime in Conversation (c) events.  Waiting for Scheduled time For Scheduled calls only. This is the time from the Scheduled call was created by agent until the Scheduled time (which might …

… This article provides an overview of changes and additional features included … customer, and the script. This preview is presented while waiting for the call to start or for the customer to … changes to historic outcomes ensures that agents can always edit and delete historical outcomes. External web links …

… A category is a broad top-level grouping of articles and can have one or more subcategory called sections under it. Grouping the articles into categories will help reduce complexity of the layout … appear next to each category, navigate to the one you want to edit and click the pencil icon next to it    A pop …

… up an auto work queue: Go to Evaluate Click Auto work queues Click on + New work queue template button You will taken … 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 …