323 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 … 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 …

… 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 …

… 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 …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas … the support request and facilitate the agents’ understanding of requests, ensuring empathetic delivery through … efficiency during inbound peak times by automatically adding attributes to triage tickets when common business …

… Creating the intents.   1. Go to intents in the main menu 2. Click the plus sign, to create a new intent 3. Name your … information” 4. Add the following training sentences 1. “I want to know more about” 2. “I want to have some information” 3. “Can I have the latest …

… 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 … conversation event with the long pre-defined wrap-up (e.g. 600 sec) can be found in table call_events.   After a while, … (as we do with shortened/extended wrap-up).     If you want to list all the conversation events and 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 … 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 …

… to the new page in Admin Portal, it will show all your existing Categories and topics, and here you can add new … that several users see, and this user (the owner) no longer wants to maintain this Dashboard or if this person has left … a wider range of character encodings, including non-ISO-8859 formats. This ensures proper text rendering and accurate …