This article provides an overview of changes and additional features included in the planned release window of April 2nd/3rd, 2024.

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 

API Response Mapping 

In our latest update, we are excited to introduce a sophisticated new feature designed to enhance the efficiency and functionality of your workflow. 

We have introduced the capability to map responses received (from productivity/event rule webhook calls). The returned JSON payload can be mapped directly to specific category and form fields. This intelligent mapping facilitates the automatic enrichment of ticket attribute data, streamlining processes and reducing manual data entry. 

To assist with the adoption of this new feature, a comprehensive help article will be published here upon the release. This resource will provide detailed instructions and best practices to ensure you can fully leverage the benefits of this advanced functionality. 

We invite you to enhance your Puzzel Case Management experience by enabling this new functionality. Please submit a support request ticket, and our dedicated team will activate this feature on your account promptly. 

Enhancements & Bug Fixes 

• Email Address Field Improvement: We have resolved a bug that prevented emails from being sent if the address field included Carriage Return (CR) or Line Feed (LF) characters. This enhancement ensures smoother email communication and improved data handling. 

• Improved Email Rendering: We've addressed a specific issue where emails formatted as 'text/plain' but containing inline images failed to display the images correctly. This was notably impacting messages sent from the Apple Mail client. Images should now render seamlessly within the body of such emails, ensuring consistency across different email clients. 

• Puzzel ID Integration Enhancements: We have made significant enhancements to the Puzzel ID integration, aimed at streamlining processes and enhancing security measures. These updates contribute to a more seamless and secure user experience. 

Puzzel Workforce Management

• Scheduling>Month date header will always be shown, even when scrolling through a long list of agents.
• Prevent Duplicate Activities in Shift Builder
• Agent Payroll Number added to the Agent Overview section of the AgentShift API response
• Agent API endpoint returns organisation that the agent belongs to (rather than null)

Puzzel Contact Centre

Agent Application

New call control - "Silence call"  button

• Agents can now silence the ringtone of incoming calls by using the "Silence" button
• The "Silence" button is accessible in the Phone widget, Header call controls and Switchboard
• This feature is enabled by Admins through User → Products → Agent Application → Softphone - Allow silencing of incoming calls
• The default shortcut for the "Silence" button is Alt+W

Enhancements & Bug Fixes

• We have addressed several known issues

Administration Portal

Minor bugfixes

• Fixing a bug related to updating a Personal profile that contained a lot of skills.
• Fixing a bug that in rare cases resulted in new users getting duplicate profiles