This article provides an overview of changes and additional features planned for a release on Nov 6th, 2024.

The changes made in this release concern 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 Case Management

Enhanced Puzzel Contact Center Queue Prioritisation

We've improved the integration between Puzzel Case Management and Puzzel Contact Centre (PCC) to streamline ticket handling. Now, when an agent collects a ticket from the PCC queue via the Puzzel Agent Application and subsequently reassigns it to a PCC queue, or if a legacy ticket is re-opened, the ticket will be prioritised with an enhanced VIP score. This score is calculated to return the ticket to approximately the same queue position it originally held, optimising workflow continuity.

The VIP score calculation considers the difference between ticket creation time and the time now (in seconds) and is relative to the SLA defined on the PCC queue. Specifically, the score is determined using the following formula:

((difference between creation date and current time in seconds) x 100) / PCC Queue SLA in seconds
+
ticket priority score (range 0-100)

This update reflects our commitment to ongoing alignment between SLAs in Puzzel Case Management and Puzzel Contact Centre, with further enhancements expected in the future.

If you would prefer behaviour similar to how it was working before this change, you can consider removing the SLA value from the PCC queue.  See documentation. This will revert to a first in / first out allocation of requests from the queue. (Note: This solution will not work if you are using an SLA score to prioritise one queue over another queue).

Enhanced 'Ticket Attribute Placement' (Beta)

We’re introducing a new beta feature, Enhanced 'Ticket Attribute Placement', available for activation under Settings -> General -> Account Settings.

When enabled, this feature relocates the Team, User, Priority, and Status attributes from the attributes widget to a more prominent position at the top of the ticket, adjacent to the ticket information section. This adjustment offers a cleaner, more efficient layout, allowing you to focus on the four most commonly used attributes while collapsing the standard attributes widget to maximise screen space.

System Enhancements & Bug Fixes
 

• API Category Visibility Fix: Resolved an issue where manual entry category values submitted via the API were visible on the Category Page (Settings -> Ticket Attributes -> Categories). These values are now correctly hidden to prevent page overload.
   
• Form Field Deletion Timeout Fix: Fixed a timeout issue when deleting a 'Form Field' with a large number of associated values, ensuring successful deletion without errors.
   
• Removed Unsupported 'Tag' Operator: Removed the "Does not contain any of" operator for the 'Tag'condition in productivity rules due to lack of support. Future implementation of this functionality is under review.