The changes made in this release concern Puzzel Sales Intelligence.

These release notes are preliminary and features in this document are merely planned features for the release, which is still in the process of being tested thoroughly. Puzzel reserves the right to postpone the launch of any feature described in this article. 

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 Sales Intelligence

Agent Connection List - Enhanced Oversight, Call Monitoring, and Resource Management

Menu: Telephony > Connected Agents

A comprehensive list that provides real-time visibility into the status of all active agents and adding the possibility to monitor agent calls in realtime. This new service is replacing the old "Connected Agents".

• Admins and managers can monitor the status and activity of all active agents in real-time, allowing for immediate awareness of who is available, who is busy, and for how long.
• Timers provide a clear view of how much time agents are spending on their current tasks, helping to identify if any agent requires assistance or if there are any inefficiencies.
• Real-time call monitoring allows managers to listen in on active calls to ensure quality, provide on-the-spot coaching, and support agents in handling complex customer interactions.

Agent timer - Keep track of time

Visible in the customer card header

A new time counter allowing agents to keep track of time spent on various tasks. For example time spent previewing customer information, time spent in a call or time spent "post processing" in a customer card.

• Agents can easily monitor and manage the time they spend on different activities. This helps in reducing time wastage and streamlining workflows.
• Ensures that agents are adhering to expected time frames for customer interactions, providing a consistent and reliable service experience.

Improvements

• Survey contents in customer card split into 2 columns for better readability.
• "Forced Preview" added as a new type of call in call reports.
• Type of call added to the admin log in the customer card.
• Taking both row breaks and number of characters into account when truncating customer information in customer card.
• Adding the possibility to remove customer and contact information via Excel import. Add tag #empty as a value in your Excel import, use matching, and clear out customer info.
• Adding the possibility to resend confirmations sent based on offers, orders, and bookings. A new button will appear when opening an existing offer, order, or booking if there is an already sent confirmation.
• We have added a new API code generator that allows system developers to easily create API clients in most standard programming languages.

Bug fixes

• Inactivated agents on their default project got stuck on the start page. They are now redirected to some other active project.
• Booking resources did not load correctly when booking your own meetings and changing the owner of a customer.
• The "Call Handled" button was missing in the list view for inbound calls. This prevents agents from marking calls as handled from the list view.
• Minutes foresight, available time slots were visible when they should have been hidden leading to potential user confusion.