Functionality

Most of the functionality is tailored to Administrators and/or Supervisors. The application allows the user to control their own status/profile, monitor queues and control status/profiles of other agents.

It can be accessed via https://app.puzzel.com/mobile/ or https://uk.puzzel.com/mobile/ depending on the Platform area.

Profile/status management

Any agent can control their own status or profile, through the “My Status” screen.

Queue Overview

If the property in Admin under Users → Products → Admin Portal Menu → Enable menu Real-time - Queue overview is turned on, the agent is able to see the queue overview and monitor agents, request count and request time.

If the properties in Admin under Users → Products → Admin Portal Menu → Enable menu Real-time
and Users → Products → Queue → Show agent details action column are turned on, the agent is able to control the status and profile of individual agents, when tapping on a queue.

Ticker

The Ticker screen allows you to monitor statistics for Agent, Queues and Services. To enable the screen, the property in Admin under Users → Products → Admin Portal Menu → Enable menu Real-time should be turned on.

To enable specific ticker, the following properties should be turned on:

• Agent ticker - Users → Products → Admin Portal Menu → Enable menu Real-time - Ticker agents

• Queues ticker - Users → Products → Admin Portal Menu → Enable menu Real-time - Ticker queues

• Services ticker - Users → Products → Admin Portal Menu → Enable menu Real-time - Ticker services

Service

The Service screen allows administrators to modify system variables. It requires high level access, the followin properties should be turned on:

• Users → Products → Admin Portal Menu → Enable menu Real-time - Services

• Users → Products → Admin Portal Menu → Enable menu Real-time - Service variables

• Users → Access Control → Administration → Edit my own company (admin 'main switch')