167 results found

… (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 …

… in the release implemented in the evening of November 1st, 2022 . The changes made in this release concern the Puzzel … them further in the organisation to other Agents, external contacts or queues. The tab combines views that will … level, user group level or even for individual Agents. Warning if agent clicks pause/logoff while having ongoing …

… is now also used for Delete and Download. If you want your users to give a reason for Playback, Delete or … , this agent's Ticker value for Avg.speak time for this day was shown as 0, but now this bug is fixed.    Agent … options and improvements continue to be rolled out gradually to customers over the course of this and next release …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas … 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 … you should see your payload appear in Zapier.  7. In Step 2 of the Zap , you should select the options shown in the …

… 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 … regarding” 4. “I'm interested in knowing more about” 5. “I want to know more about”   This will give you an intent with …

… even hundreds of thousands of recipients.    There are two ways of defining messages in Puzzel SMS Campaign. They are … e.g. King Kong (max. 11 characters) Short code, e.g. 1960 A default type will appear. This is set for each service … value (e.g. Name, bonus) as follows:   +447594106952;James Bradley;64  No spaces between recipient number, …

… each logged on agent. However, the profile name does not always tell you which system queues that are covered. … page. If you click on the 'i' icon for a Display queue, the modal that opens shows number of agents logged on and in … controls now sync state with the Agent application's software buttons like Mute, Answer, etc. The integration is …

… Some features in Puzzel’s contact centre agent application requires users (agents) to authenticate themselves in Microsoft Entra ID (Azure AD). The authentication is … amongst others used to enable contact search in Microsoft Teams but can also be used for authentication towards …

… 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 … data. In statistics report Overview of queues for all media types , when choosing Customize and Row filter, you can now …

… in the planned release window of  January 9th/10th , 2024. The changes made in this release concern  Puzzel … notes ) has been given a new optional parameter. If you want that an agent whose agent application is not sending … a recent update to Puzzel Case Management. Microsoft O365 Tenant Connectivity : Removed a block that previously …

… additional features included in th release window of June 12th, 2023 until June 16th, 2023.  The changes made in this … earlier during spring and applies to both agent and wallboard dashboard. * GDPR Offers/Orders, added a new rule …

… value="sv" /> <!-- Define survey_expiry if you want it to not be the default 3 days --> <!-- <assignlocal …

… information to the contact center. Bots integrated towards REST-apis. Puzzel Smart bot can be integrated towards customers rest API’s. This is done inside of the bot … top down.   A workflow can be triggered in different ways. It can be triggered by customer text queries. It can …

… 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 …