Release Notes - January 10th 2023

This article provides an overview of changes and additional features included in the release on the evening of January 10th, 2023.

The changes made in this release concern Puzzel Contact Centre 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 Contact Centre

Agent Application

Call-out possibilities for e-tasks

It's now possible to add a phone number to the payload when creating e-tasks. If an e-task have a valid phone number a call-out button will be added to the request in the Agent Application:

Example e-task payload when adding a phone number:

{
  "eTask":
  {
    "from": "{{senderEmail}}",
    "to": "ETask_{{customerKey}}",
    "subject": "{{subjectText}}",
    "uri": "{{urlToOpen}}",
    "phone": "{{phoneNumber}}",
    "vipScore": {{vipScore}},
    "reservedUserId": {{userIdToReserveTask}},
    "reservedUserWaitTime": {{timeToReserveTask}},
    "description": "{{descriptionMessage}}",
    "category": "Col:{{categoryHexColour}};Desc:{{categoryDescription}}",
    "variables":
    [
      {
        "name": "{{extraVariableName}}",
        "value": "{{extraVariableValue}}"
      },
      {
        "name": "{{extraVariableName2}}",
        "value": "{{extraVariableValue2}}",
        "xdrCopy": true // Add Variable to Archives and Raw Data
      },
      {
        "name": "etask_info",
        "value": "{{informationTextToDisplay}}",
        "xdrCopy": false // Do not add Variable to Archives and Raw Data
      }
    ],
    "queueKey": "{{queueKey}}",
    "xdrCopy": true // Add System Variables to Archives and Raw Data, if False do not add System Variables to Archives and Raw Data
  }
}

Bug Fixes & Improvements

  • When clicking the "Display content" button from the Agent Assist's Interactions pane will now automatically focus the tab that displays the content
  • Fixed a bug that prevented Agent Assist to hide Survey Scores even if the option was set to hidden
  • Fixed a bug that could cause that an Agent who received a transferred request could not register an Enquiry Registration

Puzzel Case Management

Public / Private Flag for Notes added via API

A new flag has been added when submitting a note to a ticket via an API channel.

Private: Notes will not be revealed when reading a ticket via API, or when a relevant placeholder for notes is referenced in a webhook schema or template.

Public: Private: Notes will be revealed when reading a ticket via API, or when a relevant placeholder for notes is referenced in a webhook schema or template.

Please refer to the updated documentation in Puzzel Case Management:  Help -> API Documentation.

If submitting a note via the API without including the 'flag' in the payload, the Note will default to 'Private'.
If you would prefer existing notes to be treated as 'Public' instead of 'Private', please raise a case with our helpdesk and we will update all of the notes on your account to 'Public'.  Going forward you should update your API requests with the new flag present in the payload.

System Enhancements / Bug Fixes

  • Fixed an issue when 'Select Reason for Status Change' is enabled on the Puzzel Case Management instance and the users language is set to Swedish, the 'Save' button is missing.
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