This article provides an overview of changes and additional features planned for a release on September 2nd, 2025.

The changes made in this release concern 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 Contact Centre

Admin Portal

Fixes and improvements

• On page Users - Products, a new feature - "List all property values for selected user group or user" is available. Click the link on top of the page to open the modal where you can select a user group or a single user, and then list all properties across all areas where this user group or user has a specific value set. This is especially useful if one user complains (to you) that the agent application or Admin Portal is missing something or behave differently than for other users.
• For a Callback Display linked to a queue, an SMS was only sent to caller if the SMS property 'Allowed to Send SMS' was ON for the company level (and then you could turn it off for user groups that should be able to send SMS). From now on, we will send SMS to callers that order Callback if Callback Display is configured, without checking status for 'Allow to send SMS'. However, an SMS Service ID is still needed.
• On the Archive Search page we introduce a new action titled "Anonymise and delete recording". Users with access to delete recordings in Archive will have access to this new action. If you select a call and action "Anonymise and delete recording" and confirm, we will delete the recording, and the coming night we will anonymize the caller's number and all variable values. Such an action will be shown in the Archive Audit log.   
• Virtual agent/voicebot call recordings will be included in the Archive (what the caller said). So far only recordings related to agent conversations have been included.
• Other minor fixes.