143 results found

… synchronization status. Each data source displays: Name Type (e.g., Web Scraper, Advanced Scraper, Upload) Article … Add Data Source and choosing from available integration types such as: Puzzel Knowledge Base Web Scraper Upload   … data. You can enable or disable anonymization, choose what types of information to anonymize, and schedule automated …

… This article provides an overview of changes and additional features included … 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 …

… 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 …

… and the new product documentation is available here . Entities To create a more advanced intent we add nouns  to our … exist is found in “Predefined Entity Variable” If you want to create a new entity, you select “Manual Input Entity … example products, the value and the definition could preferable be the same. [volvo](volvo) [tv](tv) …

… (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 …

… even hundreds of thousands of recipients.    There are two ways of defining messages in Puzzel SMS Campaign. They are … the campaign in status screens later. Free text. Sender ID Type Choose type of sender ID you wish to use for the … e.g. King Kong (max. 11 characters) Short code, e.g. 1960 A default type will appear. This is set for each service …

… Some features in Puzzel’s contact centre agent application requires users (agents) to authenticate themselves in … 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 …

… Ready (sometimes called Available). When a Puzzel queue allocates this agent and then calls (or sends a written request) … 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 …

… 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. …

… in the planned release window of  January 9th/10th , 2024. The changes made in this release concern  Puzzel … note that Reports page will be removed from January 23rd 2024, and that the new Reports (Beta) menu item will be … Service level will be removed, probably from January 23rd 2024.   Agent Application Support for Chrome 3rd Party …

… 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 …