324 results found

… 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 … across media types with e.g. an agent name as search parameter in addition to a time interval. Statistics  New …

… the Puzzel release implemented in the evening of November 16th, 2021 .  The changes made in this release mainly concern … uses the relevant Time module’s defined opening hours and exits (as can be seen in Call 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 …

… 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 … transparently … Puzzel Virtual Agents – Release Notes 2026.9 …

… (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 … necessary to raise a case with our customer support team in order to complete the integration.  Using the new interface … capital letters into lower case before processing the list, in order to prevent duplication errors from occurring. …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas …

… intents Create entities Create entity switch Create context switch Connecting your responses Testing the buikd Using … main menu 2. Click the plus sign, to create a new intent 3. Name your intent – “Need information” 4. Add the following training sentences 1. “I want to know more about” 2. “I want to have some …

… Portal (in the upper left corner), and on page Real-time - Wallboard if you use the Puzzel logo instead of your own … audio device with a new Secondary Output device A new meter for microphone volume A new play button for testing … device settings. Easily select devices and adjust audio parameters to suit the individual needs. Find and adjust …

… earlier during spring and applies to both agent and wallboard dashboard. * GDPR Offers/Orders, added a new rule …

… 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 …

… 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 … the caller is disconnected.   T he actual time the caller was disconnected is reflected in the finish time in the …

… concern Puzzel Contact Centre ( Admin Portal, Agent Application ). Administration Portal Supervisor Dashboard In 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 …

… 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 … to be more understandable.   Bugfix On page Real-time - Wallboard , if you opened the Queue settings part, the …