The changes made in this release concern Puzzel Contact Centre, Puzzel Case Management & Puzzel Workforce 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

Administration Portal

Archive improvements

• If a call has a Supervisor tag (entered in the General information tab), we will start showing this tag in a new tab titled Tags, for better visibility. 
• If you configure that users must add a reason for starting playback of a call recording in Archive, we will now show an optional Comment field in addition to the listbox where the predefined reasons are shown, since adding extra information (e.g. a reference number) gives better information to the Archive Audit log.
• A new advanced search field titled ‘Only include Sensitive recordings’ is introduced because we plan to introduce new functionality for agents to tag a call recording as sensitive using Enquiry registration, and a new Archive Player where users can set/remove the sensitive flag and add tags for a call recording.

On page Users - Resource filters where you can define resource filters, we now introduce a new resource filter area for Web Engage configs for the new Chat (Web engage) solution

On page Users – Products in accordion Recordings, we are adding several new properties related to upcoming new Archive functionality for ‘restricted calls’, access limitations and configuration of a new add-on (Send secure link to call recording(s) to external user)
Archive bugfixes

• In the General information tab for a call, we unfortunately introduced a minor bug on June 11th that made it impossible to add a new Supervisor Tag. This bug is fixed.
• Archive users not having access to play call Recordings in Archive has not had access to the Event details tab for a call, but now they have access.
• The few customers that recently lost access to their call recording transcripts in Archive should now get the access back.

Customer Insight

SMS Sender ID improvements

On page Insight - Survey Management (Edit view)  General - SMS Settings, We are adding a dropdown to choose between alphanumeric and international format for the sender Id.

• If you do not wish to customise the sender id for your survey, then use 'SERVICE_DEFAULTS', this ensures that the SMS platform sets a valid originator.
• If you choose to send a link to the survey, you may configure with 'ALPHANUMERIC' or 'INTERNATIONAL' sender id type to show a brand name or your company number for example.

• If you choose to send a survey as a 2-way SMS to allow the recipient to reply back to the questions, then use 'SERVICE_DEFAULTS' as the sender id type unless you want to configure a different number for each survey in which case use 'INTERNATIONAL'.

  In the case of 2-way SMS, please ensure you use numbers provisioned by Puzzel for each country where relevant.

Puzzel Workforce Management

Bug fixes

• USA based campaign showed incorrect forecast CV in forecast statistics dashboard widget
• Some agents were not able to save activity requests
• Ambulance button on Adherence Now! (preview) did not show a list of absence activity templates

Puzzel Case Management

Responding via alternative channel types

The new functionality enables agents to select an alternative API channel or switch to an Email channel when responding to tickets created via an API channel. Additionally, for tickets created via email, an agent can select an alternative email channel or respond via an API channel (where the API channel has been configured with a 'Reply' scenario).

This feature enhances the flexibility and efficiency of agent responses, ensuring that agents can choose the most appropriate channel for their communication response.

See recently updated API Channel documentation for more information. 

Note: This feature requires the 'Allow Channel Changes' option to be enabled in Settings -> General -> Account Settings. Additionally, the desired response channel must be made available to the respective team in the Team Settings page for the ticket's assigned team.  

New Email Rule Condition in Inbound Productivity Rules

A new condition has been added to the inbound productivity rules, allowing an alternative response channel to be set. This enhancement provides greater control and customization over the response channels used in various scenarios.

See documentation: Creating New Ticket Rule for more information.

Support Added to 'Message Content API' for Returning Related Email Addresses

The 'Message Content API' now supports returning a list of all known email addresses related to a queried email message. This update ensures consistency with the message information shown in the 'Ticket Show API', providing comprehensive email address details.

This feature improves data accuracy and completeness when querying email message content.

For more information, consult the API documentation within Puzzel Case Management by navigating to Help -> API Documentation.  If you require API functionality to be added to your account, please reach out to our support team and request this feature to be enabled.

Support for new attachment filetypes

Added support for file attachments with extention type .edoc, .asice and .pp2

This fix enables users with specific needs for these file extensions to receive emails and upload attachments with these extensions for outbound messages.

Bug Fix: Visual Indicator Alert for Emails with Multiple Recipients

Fixed a bug where the visual indicator alert for emails addressed to multiple recipients would not display if the message contained one email address in the To: field and one email address in the CC: field.

This fix ensures that the visual indicator accurately reflects the presence of multiple recipients, enhancing the clarity of email recipient information for agents.