224 results found

… This article provides an overview of changes and additional features planned for a release on  January 27th … a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly … a user from being re-allocated a ticket via the Puzzel Contact Centre allocation engine. More Information API …

… headlines for this release. Softphone - Postponed Our plan was to launch a new Softphone solution in the October … need for additional testing and quality assurance, so this was removed from the release and is postponed. The plan is … to the related environments including the integration towards Facebook and Twitter, instead of using a partner for …

… is open 08:00-15:59, but on Christmas Eve (Monday) you only want the contact centre to be open 10:00-13:00. How should …

… 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 …

… Performance improvements A rare bug that could cause Forwarding of calls to fail has been fixed Translation fixes …

… AHT values are set with lower value preference, as such downward arrow is desirable and shown as green. A trend arrow is … clicking on the legend at the bottom of the chart, and the datapoints can be hovered on to see the actual values at that …

… 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 …

… planned release window of  November 23rd to November 30th , 2023. The changes made in this release concern  Puzzel Sales … in the calendar.     … Release Notes, November 23rd-30th 2023 …

… appear next to each category, navigate to the one you want to edit and click the pencil icon next to it    A pop …

… 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 …

… 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 …

… This guide walks you through setting up and integrating a SupSearch …

… 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 …