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

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 Contact Centre

Administration Portal

Require reason for Playback/delete/download

Most Archive users can Play recordings in Archive, and some might have access to delete and/or download recordings. The usage of the property we introduced June 25th, "Require reason for Playback" (shown on page Users - Products under Recording), is now also used for Delete and Download. If you want your users to give a reason for Playback, Delete or Download recordings in Archive, turn on this property. 

If you require a reason and a user Plays/Deletes/Downloads a call recording (or chatlog), the record in the Archive Audit log will now include the reason given.

Other minor improvements and bug fixes

• Archive small improvements related to search
• Increased max lenght for Firstname and Lastname  
• On page Real-time - Ticker User group, for an agent that has done an agent-to-agent call, this agent's Ticker value for Avg.speak time for this day was shown as 0, but now this bug is fixed. 

Agent Application

My Call Recordings

• Agents can now set and remove a “sensitive” flag on a call recording in the widget, in addition to Enquiry Registration
• Admins can now configure if access to play back recordings should require the agent to provide a reason. Agents have access to an overhauled playback experience that enables them to stay compliant when the organisation requires specified reasons to access a recording.

Phased rollout continues

• The new “Devices” settings section and additional audio configuration options and improvements continue to be rolled out gradually to customers over the course of this and next release windows.

Bugfix

• Fixed a bug where the Hold button could be stuck in a disabled state