This article provides an overview of changes and additional features planned for a release on February 4th, 2025.

The changes made in this release concern Puzzel Contact Centre. 

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

Admin Portal

Change log - more search fields 

The change log on page Users - Logs might contain thousands of records. To make it easier to find records in the Change log, we introduce 2 new Search fields; Name of module and Change. You need to select a Module (e.g. Property, System queue, or Resource filter) to be able to enter something in the new search fields. If you select Property, you can enter parts of the property name as Name of module, and/or a property value as Change. 

Queue overview - new details view

If you have a Display queue that consist of multiple System queues, you might sometime have a situation where requests are "stuck" in the Display queue even if it looks as if you have agents logged on to all system queues. To prevent this situation, you can configure KPI alarms on the system queues included in this Display queue, or you can click on 'Agents' for this Display Queue row to see the profile name for each logged on agent. However, the profile name does not always tell you which system queues that are covered. Therefore, we now introduce a new column to the right on the Queue overview page. If you click on the 'i' icon for a Display queue, the modal that opens shows number of agents logged on and in pause per system queue included in this Display queue. Here it's easy to see if a system queue has no agents logged on.

Chat (new)

Visual notifications for agents
When agents have several chats open we now offer visual notifications for typing indication, inactivity, new messages and messages that have been left unanswered. 

Design Rich content
We have added the possibility to design Rich content. Rich content is only used by bots. Some examples of the design options are to layout buttons horizontal or vertical, change size of buttons, colours etc. 

Agent Application

EPOS brand headset call controls are now supported in the Agent application. 

Physical call controls now sync state with the Agent application's software buttons like Mute, Answer, etc. The integration is built in the product, there is no need to install additional software and enables automatically when EPOS headsets are recognized. This functionality will be gradually rolled out over the coming weeks.

Messaging templates without titles

Agents now have additional flexibility when creating and using messaging templates. A title is no longer required.

Bugfixes

• Resolved a bug that was truncating content in message templates after the second semicolon.
• Resolved a bug where ringer fails to play for an initial request without browser tab interaction