157 results found

… 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 …

… Solution release implemented in the evening of June 16th, 2020. The changes made in this release mainly concern the … in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … is to prevent users from changing queue names by mistake when they e.g. change an SLA value and click Save …

… Puzzel release implemented in the evening of November 16th, 2021 .  The changes made in this release mainly concern the … Centre (Admin Portal and Agent Application) and Puzzel Ticketing .  Note that some of these features may require a … Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the …

… This guide walks you through setting up and integrating a SupSearch …

… a phone call if he already has a written request. If Y is 2, the agent can receive a call if the agent has maximum 2 … (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 …

… 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 …

… 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 …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas … responses that can be automatically added as notes to tickets Automate the triage process with prioritisation tags … down the API key as you will need it in a future step). 2. Sign-up for an account with Zapier (zapier.com) You can …

… 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 …

… 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 … workflow is a Context switch. The previous entity (boats), was stored in “context”.Therefore, the contextswitch for …

… 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 …

… ready. It is possible to define different Pause types like Lunch, Meeting, Admin etc, and if this is defined, the … 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 … you can now select queues for all media types if you want to only include some queues or exclude some queues. …

… 14th (ref release 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 …