Release Notes, November 26/27th 2024

This article provides an overview of changes and additional features planned for a release on Nov 26th and 27th, 2024.

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

Admin Portal improvements and fixes

  • On page Services - Queues (Display Queue Settings and System Queue Settings) and on page Services - Audio in the Sound file library we have added Got to end/Go to beginning links if there are more than 20 rows in these tables.
  • The Archive Advanced Player has been improved
  • Preparations for option to import Puzzel Sales Intelligence call recordings into Archive

Agent 

  • General fixes and UI improvements
  • Fix for my call recordings

Puzzel Workforce Management

  • Rebrand - update of colours
  • Auto Forecast - Scaling volumes to a daily average, to give better results for low volume queues
  • Importing queue statistics - Handled were set to value of Offered if queue alias is passed with 0 handled.  Now we will save 0
  • Forecast - Both tick & exclamation were shown after selecting history weeks in forecast
  • Agent Activity Request - Could not select multiple days on holiday request

Puzzel Case Management

Puzzel Contact Centre Chat 

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