This article provides an overview of changes and additional features planned for a release on April 29th/30th, 2025.

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

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

Change to Reply Content Rule in Channel Settings

We're retiring the "Include all emails in reply" option under Reply Content Rule in Channel Settings.

What’s changing?
The "Include all emails in reply" setting will be automatically replaced with "Include last incoming email in reply".

This change will apply to all channels where the now-deprecated setting is currently active.

Why are we making this change?
Including all previous messages in every agent reply has led to significant usability issues:

Exponential content growth: Replies in long threads can accumulate excessive quoted text, often duplicating content multiple times.

Poor end-user experience: Recipients may receive emails spanning pages of repeated content, sometimes so large they fail to open in email clients.

Inconsistent with standard behaviour: Most modern email clients only quote the most recent inbound message, making the full-history approach confusing and redundant.

We believe this change will improve email clarity, reduce noise in conversations, and align behaviour with how recipients expect emails to be presented.

Puzzel Workforce Management

Schedule Engine Improvements

• When possible, breaks & lunches will be placed between 1-2.5 hours apart.
  This allows you more flexibility when setting break start windows in shift patterns.
• Improved searching for valid shift options in flexible shift patterns, based on weekly paid hours.  
  This will reduce the instances of over or under scheduling & therefore reduce the number of manual changes required.
  It will also allow you to use a greater range of shift durations in a single shift week.

Bugs & Improvements

• Light/dark mode inconsistency of overtime without a shift
• Daily/Weekly Forecast SL not displayed on Scheduling Day page
• Adherence report (preview) exported data format not correct
• Export button causes the Vacation Requests page to get stuck in loading
• Adherence Report (preview) aggregation incorrect
• Time ranges in weekly schedule overview should be in 24-hour format

Puzzel Contact Centre

Admins can hide specific variables in the chat details (Chat New)

A new setting in Users / Products / Hidden Variables allows admins to specify variables that should not be shown in the Agent Application UI. This means Agent will not be able to see these variables, but they are still programmatically accessible in the Agent Application, for example through API. Admins can specify the variables as a semicolon separated list.