174 results found

… 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 … creation and configuration to training, testing, and embedding it into a bot. Prerequisites Before you begin, ensure … in natural language. Search Engines can be integrated directly into chat systems or deployed as independent search …

… exist is found in “Predefined Entity Variable” If you want to create a new entity, you select “Manual Input Entity … The selected Entity text is the value of the entity. If you want to separate for example products, the value and the … same. [volvo](volvo) [tv](tv) [computer](computer) If you want to define a list of for example city name. You can add …

… 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 …

… in the release implemented in the evening of November 1st, 2022 . The changes made in this release concern the Puzzel … Export - Overtime year wrong … Release Notes November 1st 2022 …

… on the evening of 3 February 2026 . From this point onward, legacy sign-in methods will no longer be available to … users Customers with special users, such as Admin Portal Wallboard users, will be granted a temporary grace period … that: This grace period applies only to the specific user types mentioned Legacy sign-in for these users is temporary …

… 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 …

… additional features planned for a release on 3 February, 2026. The changes made in this release concern Puzzel … during the maintenance window on the evening of 3 February 2026 . From this point onward, legacy sign-in methods will … and start using SSO with Puzzel ID before 3 February 2026. The legacy SSO (Azure) will only work for a limited …

… been announced, see details here   Puzzel Contact Centre Enquiry Registration, improved 'forced' functionality Until now, it has been possible configure "forced" Enquiry registration, that is, that agents must do a …

… 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 …

… Microsoft Teams but can also be used for authentication towards custom/external widgets. This document shows a step by … URI, you will only need to add more permissions listed in Adding permissions to Microsoft Teams section . You will not … Go to Authentication page and you will see the following warning as shown in the picture. Click on the warning to …

… 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 …

… 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. …

… 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 …