Puzzel Agent Application Feature Matrix

There are currently three versions of the Agent Application: The current application in web or desktop variants, and a beta version of our new Agent Application.

Desktop Application

The desktop application is available on our download site https://www.puzzel.com/download, and is downloaded as an installable .msi file on your computer. The desktop application can only be installed on a PC, and does not support Mac or other types of computers.

Web Application

The web aplication is available through your computers internet browser on https://client.puzzel.com, and does not require any installation. The web application supports Mac and other computers, since it only requires an internet browser.

Your manager probably has a guideline on your company's preferred version. Feature wise, the two are quite similar, but there are some exceptions. Among others, the web application does not support Microsoft Skype for Business and Microsoft Outlook as integrated contact search sources. On the other hand, the desktop application does not support Softphone.

New Agent Application (BETA)

After 31st October 2017, the new Agent Application has been available to you in a beta version with limited functionality. You should have received a document from our Product team with information about this beta. This document is also available here.

For your convenience, the beta application is included in the below feature matrix, which will be updated as the beta develops with new features added.

Below is an overview over the main features supported and not supported in the two clients:

IVR Desktop Client Web Client New Puzzel Agent
Access number handling
Time routing (static & user controlled)
Audio messages (static & user controlled)
Callback from voice
Callback from web
VIP List lookup (list upload through FTP)
External lookup
User controlled routing
Conditional based routing 
Area routing
Call Flow
Basics Desktop Client Web Client New Puzzel Agent
Media type Voice
- Softphone    
Media type E-mail  
Media type Chat
Media type Social Media  
Media type SMS  
Skill based routing
SLA based routing
Call transfer
Consultation call
Put caller on hold
Call out
Call Blending / Dialer  
Web services
Desktop toolbar agent status indication    
Menu & Misc Desktop Client Web Client New Puzzel Agent
Settings (password, language, edit profile)
- Call Out Options  
Send logs    
Contact details in side panel    
Ticker service    
Ticker queue Shown in queue-overview  
Ticker agent  
Log on warning (expired password)  
Log off warning (few agents left)  
Enquiry Registration
Client Whitelabeling    
Requests Desktop Client Web Client New Puzzel Agent
Screen popup
- Commands in Screen popup (last calls, limited search, CRM note field, positioning)    
CRM popup Web Based
CRM popup Client Based (.Net integration)    
Copy 2 Clipboard    
Send SMS  
- Send SMS to multiple recipients (plus-button)    
Send e-mail  
- Send e-mail to multiple recipients (plus-button)    
My Log  
- Pick calls in "My calls" Log  
Recording Censor  
Contacts Desktop Client Web Client New Puzzel Agent
Employees Contacts Search (through Catalog)  ●
- Calendar information  
- Phone device status (through Presence HUB)  
Outlook Contacts Search (through Outlook Client)    
Skype for Business Contacts Search (through Skype for Business Client)    
Services Search (queues/menues in solution)  
Agents Search (agents in solution)
Customers Search (through imported contact list)  
Auto search in source based on callers number  
Search result hit number in Contacts menu tabs    
Possibility for customized search source (.Net integration)    
Queues Desktop Client Web Client New Puzzel Agent
Queue overview
- Transfer to agent in details view  
Queue details
- Color details in "Queue details"    
Personal queue
Ongoing calls overview
Missed calls overview
- Pick calls in "Missed calls" overview