141 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 …

… 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 …

… across BotStudio and SupSearch , along with important fixes to agentic behavior and error handling . The update … includes the IP address , making it easier to diagnose firewall or access-related issues. Additionally, the Replaced … transparently … Puzzel Virtual Agents – Release Notes 2026.9 …

… (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 …

… as quick access to transfer the calls. Extensive shortcut keys will also help Agents and speed up their daily work as … 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 …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas …

… even hundreds of thousands of recipients.    There are two ways of defining messages in Puzzel SMS Campaign. They are … The mobile numbers of the message recipients will always be uploaded from a file. The way in which messages are adapted, the format of the files …

… 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 …

… time (dte_start). At call set up (when written request was sent to agent) Duration (duration_tot_sec). From start … (as we do with shortened/extended wrap-up).     If you want to list all the conversation events and the … the caller is disconnected.   T he actual time the caller was disconnected is reflected in the finish time in the …

… 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 … also needs to be changed. Contact Puzzel support if you want to change a Dialler variable name and you need … to be more understandable.   Bugfix On page Real-time - Wallboard , if you opened the Queue settings part, the …