234 results found

… This document provides an overview of changes and additional features included in the Puzzel Contact Centre … 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 …

… 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 …

… 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 …

… release implemented in the evening of  February 9th, 2021 . The changes made in this release mainly concern the  … associated to it.   Administration Portal Archive - Fast forward/rewind when playing call recordings We have done some … Knowledgebase widget with a list view of the files and the types. Supported files include .doc, .docx, .xls, .xlsx, …

… 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 …

… even hundreds of thousands of recipients.    There are two ways of defining messages in Puzzel SMS Campaign. They are … the campaign in status screens later. Free text. Sender ID Type Choose type of sender ID you wish to use for the … e.g. King Kong (max. 11 characters) Short code, e.g. 1960 A default type will appear. This is set for each service …

… 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 …

… 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. …

… This article provides an overview of changes and additional features included in the planned release window of … 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 …

… in the planned release window of  October 15th/16th, 2024. The changes made in this release concern Puzzel … that several users see, and this user (the owner) no longer wants to maintain this Dashboard or if this person has left … day gives an error 500 Some agents can't request shift swaps     … Release Notes, October 15th/16th 2024 …

… value="sv" /> <!-- Define survey_expiry if you want it to not be the default 3 days --> <!-- <assignlocal … SMS, any messages including questions that are more than 160 characters long will be split into 2 or more consecutive …

… bot is an extension to Puzzel Digital Engagement and takes advantage of all the tools and features as a human agent … information to the contact center. Bots integrated towards REST-apis. Puzzel Smart bot can be integrated towards … bot. It only takes a couple of minutes per day and is preferably done by a member of the contact centre staff. …

… id claim. An easier, but in some cases, less secure way is to use email as claim. In this case it is just a … populating the external ID field in Puzzel ID should preferably be done using bulk import or through Azure AD … would be: https://app.puzzel.com/agent?idp=864546B6-CD85-42FF-97D8-E9D921F130E4 Note that the “Scheme” value can be …