158 results found

… cycle here at the start 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 …

… in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … as SLA scores (or points). We have now added a column next to Overflow 1 and next to Overflow 2 that shows the … within 9 seconds, the contact’s speaktime will be less than 10 seconds. We have added these 5 new optional columns that …

… 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 … Data To control which data gets used: Click the arrow next to your data source. Use the filtering panel to: Include … accuracy metrics.     Note: Real-world data may not achieve 100% accuracy. To improve results, focus on increasing the …

… 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 … in agentic replies , even when “show article links” was disabled. Agentic responses now fully respect both …

… Chat (and config. of max concurrent written requests) If your Puzzel solution … (1), Busy(1), Busy (2) or Connected (1). If several chats wait in queue and an agent who can handle e.g. 3 chats … in the table agents , you’ll find that agent_id 11 and 12 both are «secondary agents» belonging to the same main …

… This article provides an overview of changes and additional features included in the release implemented in the … 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 …

… issue where, upon default loading, the Rolling Week option was selected in the interface but still displayed all … number in all customer cards. Resolved an issue where a 'v' was inserted when using 'ctrl + v' (paste) for the first … user admin interface.  Added the capability to view call forwarding settings for users in the user list. This feature …

… as well as uninteresting, resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas … variable output; Then test that the action works correctly. 9. Then you will need to access Puzzel Case Management and …

… Campaign is a web-based product for the mass sending of text (SMS) messages and is typically used to send SMS messages … even hundreds of thousands of recipients.    There are two ways of defining messages in Puzzel SMS Campaign. They are … the campaign. Three options: International number, e.g. +47 99888999 Text, e.g. King Kong (max. 11 characters) Short …

… product documentation is available here . To keep the context in our conversations, we will need to look for the … switch, the entity is stored as “context” and then thrown away as an entity when the entity switch was run. The default workflow in our context switch is our …

… Microsoft Teams but can also be used for authentication towards custom/external widgets. This document shows a step by step … Administration. Find the “Microsoft Teams” widget (Owner 10000) and tick the rightmost check box The Microsoft Teams …

… for agents to log on directly to pause (from January 2019). To avoid challenges with this new status transition (Off … time (dte_start). At call set up (when written request was sent to agent) Duration (duration_tot_sec). From start … the agent is set to status Busy/No-answer for a configurable number of seconds. This pre-defined Busy/No-answer …

… 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 … is available in the following article . Improvements and fixes in Admin Portal In Archive , if a call has been Silently …