This article provides an overview of changes and additional features included in the Puzzel release implemented in the evening of February 22nd, 2022. The changes planned in this release mainly concern the Puzzel Contact Centre (Knowledgebase, Agent Assist) and Puzzel Case Management.
Note that some of these features may require a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost element associated to it.
Puzzel Case Management
Event Rules
It is now possible to add a condition in an event rule referencing a ticket 'Status'. So that you can automate an action based on an event rule referencing a ticket status.
Placeholders
3 additional placeholder attributes can be added to Templates or Webhooks.
{{organisation:name}} - Returns Organisation name associated to the ticket
{{organisation:custom_attributes}} - Returns Organisation custom attributes
{{ticket:resolved_at}} - Returns resolved date if applicable
A full list of available placeholders can be found here.
Report Builder - Ticket Performance Report
There is now a column available to report on 'Category'. If selected, the report will contain a column for each available category, with the category value recorded against the ticket.
A full explanation on available report types and column meanings can be found here.
Knowledgebase
Knowledgebase Widget - Multi-language article support
Following the introduction of the multi-language article support in the Knowledgebase Management System, we are now extending the capability to the Knowledgebase widget to allow agents to select the languages via a drop-down menu. One or more languages can be selected using the drop-down so that the searches and manual selection of categories and sections present appropriate articles in the chosen languages. The drop-down menu also allows filtering of articles based on the selected languages once a list of articles are already displayed.
Agent Assist
Agent Assist Knowledgebase panel - Multi-language article support
We have added support to allow agents to choose the languages for articles in Agent Assist Knowledgebase panel with a drop-down option. One or more languages can be selected using the drop-down so that automatic suggestions and manual searches present appropriate articles in the chosen languages. The drop-down menu also allows filtering of articles that are displayed in the results section based on the selected languages.
