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… Based on Team Assignment We've introduced intelligent team-aware channel resolution that automatically ensures agents … configuration found in Settings → General → Teams → Edit [Team Name]: • When "Can start conversation from any … upload from ticket creation means fewer failed requests and simpler retry logic. Better Performance: Large files no …

… on the Edit user page in the Puzzel Agent Application.  Wallboard, API and Chat bot users  For Wallboard, API and Chat bot users, Admins should change user type from Person to API/Wallboard/Chat bot in the Admin Portal. In the case that a …

… This article provides an overview of changes and additional features included in the planned releases of … Flows are built in the Call Flow Tool. From this release onwards, it's possible to upload a new audio file directly … and that the Puzzel ID field is empty If you have any  Wallboard  users, please make sure you have set User type to …

… call and specifies the service in question.   Intent text Puzzel can configure the ‘My Intent’ text on your request. When the Caller see resemblance with the …

… This article provides an overview of changes and additional features included in the Puzzel Contact Centre … mainly concern the Admin Portal, Agent Assist, Bot Gateway and (new) Chat Application . Note that some of these … when a new solution is being set up, but also useful if you want to expand your solution with several new queues, e.g. …

… survey. This is usually done at the end of a call, for example in the “finally” section of the callflow.   Example code using rest tag and json body:    <assignlocal … value="sv" /> <!-- Define survey_expiry if you want it to not be the default 3 days --> <!-- <assignlocal …

… Here you can configure various properties related to 2 different areas: Allocation of chat and other written … application before the chatter has ended, the agent gets a warning ( The person you are chatting with is still connected. Are you sure you want to close? ) Example text: Thanks for your request, and …

… or https://uk.puzzel.com/mobile/ depending on the Platform area. Profile/status management Any … the agent is able to control the status and profile of individual agents, when tapping on a queue.       Ticker The …   Service The Service screen allows administrators to modify system variables. It requires high level access, the …

… This article describes the flows related to creating a 2-way SMS survey where Customer Insight Surveys can be sent to … This document describes the functionality and flow of a 2-way SMS survey . The pre-requisites are to have: SMS service … survey 1. Invoke the SendSurvey method in the consumer API Example code using rest tag and json body:    <assignlocal …

… in the Puzzel Contact Centre Solution October Release 2019, implemented in the evening of October 15th, 2019. The … as a message. The templates can contain pictures, texts and links. An example with a contact cards is shown … Hold/Unhold Alt+M Recording Alt+R Censor Ctrl+Shift+X Forward Alt+T Transfer Alt++ Consult Alt+- Send-Message …

… agent and visitor are already in a regular phone call and want to switch to a video conversation. Overview The … Container. Open the Behavior tab. Locate the section Add additional values. Add the following key–value pairs: Key … the chat. Save the configuration. Step 4: Publish and Display on the Customer Website To make the interaction …

… What is Reporting Access? When it comes to reports (including the dashboard), you need to select what parts of the … of performance data. For example, the Customer Service Director may be granted access to the highest level of the … of all performance data down to the performance of an individual agent (and all levels in between). On the other …

… environment. Contacts can be retrieved from the Active Directory, while calendars can be retrieved from different sources. Currently the following are supported: … Puzzel Catalog Sync and can be used by organizations that want to make their data available to internal or external …

… You can set up emails or SMS messages to be sent directly to customers from the customer card. These messages … the agent in the customer card Choose what info mailing to edit Edit the properties Outcome and standard time is optional Add …

… Puzzel's Performance Management is a simple to use and fully integrated tool that allows you to … of performance is essentially the achievements of the individuals against the set goals. Trends can also be measured …