174 results found

… side menu, select “Enterprise applications”.   On the next screen, click “New application”:   In the search bar, … up for Puzzel”: Step 2 - Onboarding SSO identity For the next step you need a Puzzel ID user with admin role to be able … (Azure AD) administrator account from the Azure tenant you want to onboard. Once accepted, the applications' service …

… of current configurations, or just an empty list. Either way, you should also have the “Add” button displayed on the … and choose “OIDC” as illustrated below:     iv. On the next screen you will be presented with two fields which you … ID shown above):  https://login.microsoftonline.com/9b681d80-0d21-463d-b0e8-5f9e0ccc46db   Staying in the …

… 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 …

… Deletion Period: You can define in the application when you want the system to automatically delete tickets and customer … to this feature, Puzzel are not able to assume how you want these settings configured in your account.  Therefore, … settings will be set to the same settings as they have always been, however automatic deletion will now be set to ‘ …

… 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 … this in the header area’s menu button. When the menu is extended you can see a new option for opening the personal …

… 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 …

… notification sounds for incoming request. Each media type can have it's own unique notification sound. There is a … the checkbox for playing sounds under the desired media type. Once checked, a drop-down menu will appear and sounds … Performance improvements A rare bug that could cause Forwarding of calls to fail has been fixed Translation fixes …

… the articles into categories will help reduce complexity of the layout and favours consumption of information … at the top of the left pane   When the buttons appear next to each category, navigate to the one you want to edit and click the pencil icon next to it    A pop …

… can provide information relating to their case in this text box. There are multiple format options available to them (see … drive. (Supported file types are: JPEG, GIF, JPG, PNG, CSV, XLS, PDF and TIFF)   The forms are dynamic, meaning the …

… better support for the omni-channel concept, linking the different channels closer together and increasing the … for opening new, future channels in an effective way, and enables us to empower our partners and you to do … relevant to invoicing tasks and queries. This is just a simple example, with the module also offering functionality …

… 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 …

… 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 … you assign to each agent would be 4. Alternatively, if you wanted to replenish work-queues on the 1st day of every …

… 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 …