341 results found

… 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 …

… 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 …

… delete button, the user will be presented with the black warning banner with new messaging and the option to select a … email address instead of the 'Reply-To' address when it was included in the message header. Bug fix, 'Quote this … all agents leave for the day when there are callbacks still waiting in queue (not recommended!), the callbacks will be …

… associated to it. Agent application Changing Notification Sounds It's now possible to select different notification sounds for incoming request. Each media type can have it's own unique notification sound. There is a selection of nine different sounds and to …

… Softphone Softphone is essentially a software-based phone that mimic … rather than a traditional landline or a mobile phone. Softphone uses WebRTC technology to transfer the … agent's computer. Agents can choose between logging on with Softphone or an external phone. Puzzel Softphone is only …

… 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 …

… 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 …

… per ticket Multiple tasks can exist per ticket Use Case "Wait 3 days for customer response, then reopen … active until manually completed When to use Follow-Ups: Waiting for a customer response (e.g., "reopen in 3 days if … a less busy time (e.g., "handle this next Monday morning") Waiting for an external dependency with a known timeline …

… customer, and the script. This preview is presented while waiting for the call to start or for the customer to … changes to historic outcomes ensures that agents can always edit and delete historical outcomes. External web links … CRM: Resolved the problem in CRM where a weight dropdown was displayed instead of a text field. CRM: Fixed invisible …

… 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 …

… on your search engines. Knowledge Hub – Manage your data sources and search engines. Configuration – Adjust … performance insights and activity across your connected data sources and search engines. You can: Filter by date … displayed statistics. View summarized analytics for each data source or search engine. If you see “There is no data …

… planned release window of  March 21st to March 27th , 2024. The changes made in this release concern  Puzzel Sales … 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 …

… 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 …