341 results found

… things are more complex than phone only solutions. A Puzzel agent can handle only one phone call at a time, but several … written request is shown as a Dialog tab in the Puzzel agent application. For each customer/user group or per agent, several properties are defined, the most important …

… 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 …

… switch, the entity is stored as “context” and then thrown away as an entity when the entity switch was run. The default workflow in our context switch is our … workflow is a Context switch. The previous entity (boats), was stored in “context”.Therefore, the contextswitch for …

… resulting in a smoother agent experience and reduced waiting time for customers. It is possible to create schemas …

… Based on Team Assignment We've introduced intelligent team-aware channel resolution that automatically ensures agents … Channel Selections" is configured for specific channel types • The system automatically uses these defaults when … base64 data as before. Bug Fixes Form Field Error in Danish Language Issue Resolved: Fixed a critical error that …

… 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 …

… Log on/Log off/Pause/Return (ContactCentreStatus) We do not create a raw data record when a user is … in the agent event for entering Pause. An agent can change status from one pause type to another pause type. The … we do with shortened/extended wrap-up).     If you want to list all the conversation events and the login/logoff/pause …

… a popup, where one can select all Dashboards that they want to see, as well as the precise order in which they want … data. In statistics report Overview of queues for all media types , when choosing Customize and Row filter, you can now … with the e-tasks to the Agents. These can be used for guidance, next best action or additional information that may …

… 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 …

… 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 …                 "identifierType": "Phone",                  "channel": "SMS",  … 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. …

… Device in Windows, as a first choice. (Previously it was choosing the Default Device). When available devices on … the new Devices section Agents have a more easily visible way to test their devices by clicking the “Start” button … monitoring .   PS We are also showing in Archive if a call was silently monitored (who ordered and who listened), and …

… document(requires sign-in) for details regarding firewall settings and relevant ports/ip-addresses. It is … Softphone. Here, agents can first of all choose if they: Want to log on with Softphone or not Choose a ringtone Set … and then click on the Block setting and change it from Always block on this site to one of the above settings as …