142 results found

… in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … have access to delete system queues. Usually, you do not want to delete a system queue, but if you or a colleague … is shown to the right on each queue row: Since we do not want users to delete a queue that is in use, we will tell …

… Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … phone queues. Agent application Show Queue Status when Forwarding calls Requires configuration in the admin portal. … notes. When an agent is connected to a call they may want to transfer or consult the call to another queue. This …

… This guide walks you through setting up and integrating a SupSearch …

… (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 … (e.g. if the chatter does not answer), the agent will get a warning, and if agent still ends the chat, the Initiation …

… level, user group level or even for individual Agents. Warning if agent clicks pause/logoff while having ongoing … to the Puzzel Admin Portal , then find the property  Warning if agent clicks pause/logoff while having ongoing … or to log off while still being connected to a request a warning will popup on their screen: If the Agent selects No …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas … prioritisation tags that follow Puzzel Case Management’s categorisation Contextualise the support request and … bulk respond with a template to these tickets. Clarity in categorisation with automatic ticket grouping using Puzzel …

… Introduction Puzzel SMS Campaign is a web-based product for the mass sending of text (SMS) messages and is typically used to send SMS messages to thousands or even hundreds of thousands of …

… Microsoft Teams but can also be used for authentication towards custom/external widgets. This document shows a step by … Go to Authentication page and you will see the following warning as shown in the picture. Click on the warning to open the Migrate URIs window Select the URI and …

… Log on/Log off/Pause/Return (ContactCentreStatus) We do not create a raw data record when a user is signing in to Puzzel. Such sign-in records are shown in the Admin …

… features included in the planned release window of  August 25th until August 31th , 2023. The changes made in this … Interface Reconfigured view zones on the start page, while waiting for tasks, and within customer cards. This is to … for working with sales processes and events.  Calendar is always available in the right-most panel.    Other fixes …

… concern Puzzel Contact Centre ( Admin Portal, Agent Application ). Administration Portal Supervisor Dashboard In the … 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 …

… notes ) has been given a new optional parameter. If you want that an agent whose agent application is not sending 'heart beat' should be logged off even … also needs to be changed. Contact Puzzel support if you want to change a Dialler variable name and you need …

… that several users see, and this user (the owner) no longer wants to maintain this Dashboard or if this person has left … day gives an error 500 Some agents can't request shift swaps     … Release Notes, October 15th/16th 2024 …