This article provides an overview of changes and additional features planned for a release in the evening of September 16th, 2025.
The changes made in this release concern Puzzel Contact Centre & Puzzel Workforce Management.
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
Customer Insight
- You can now combine NPS and CSAT questions in a single survey within Customer Insights. Get tailored reporting on NPS scores and CSAT trends directly in the Puzzel platform.
- Flexible Survey Design: Add one NPS question alongside multiple CSAT questions in the same survey.
- Custom Reporting: Access NPS calculations, CSAT trends, and combined dashboards, all from a single survey source in Puzzel.
Statistics Reports
- Report subscription old formats ended
- From now on, all statistics reports sent to email recipients will have the NEW XLSX (or CSV) format, and the old formats are no longer available. Ref Release notes August 19th 2025 and earlier announcements
- Improvement in Agent reports for Busy/Reject
- In today's Statistics reports Details for agents incl. time logged on and Details per agent per queue we have an optional column "Reject/busy" showing number of calls allocated to a ready agent that resulted in busy, before or after it was ringing on the agent's phone. This column also shows written requests offered to agent where agent clicked 'Reject".
- The existing column "Reject/busy" will from now on show calls (and written requests) offered to agent where agent clicked Reject.
- The new optional column "Busy without alerting" will show calls that were allocated to a Ready agent were busy signal was received immediately (without alerting). "Busy without alerting" is not included in "Offered", so this matches how we count Offered in Ticker Agent. If your agents use an external phone (not Puzzel Softphone), then Busy without alerting might happen sometimes.
- In today's Statistics reports Details for agents incl. time logged on and Details per agent per queue we have an optional column "Reject/busy" showing number of calls allocated to a ready agent that resulted in busy, before or after it was ringing on the agent's phone. This column also shows written requests offered to agent where agent clicked 'Reject".
Other improvements
- If you from Admin Portal's User list (page Users - Users) delete a PCC user, and this PCC user is the only one user linked to the Puzzel ID, we will ask if you also want us to delete the belonging Puzzel ID.
We will no longer deliver call recording files on WMA format after December 31st 2025, so if you receive such WMA files, please contact support so that we can change your format to OPUS, WAV or MP3.
Puzzel Workforce Management
Agent Notifications sent when a campaign week is published
Browser notifications (like we already had for request processing) will be sent to all agents in the campaign when a week is published
Optional auto log off - let us know if you would like to turn off the automatic logging out of agents that haven't changed state in a long time.
Export a forecast instance's source week data
This export will give you all the historical data that was used to build your forecast.
You may want to calculate your own forecast to import back in to PWFM.
You may also want to use this to search for exceptional history values. Tag these days/queues to remind you not to use these weeks to build a forecast & for auto forecasting to treat them as special days.
Other improvements & bug fixes
- Holiday Campaign Allocations validation improved & used stats shown on the day tiles
- Move Agent Site assignment to the Overview tab
- Agent Import - update site for existing agents
- Overtime after an overnight shift doesn't show correctly on Adherence (preview)
- Holiday doesn't show on adherence (preview) page depending on user's location
- Side Menu sometimes breaks
- Can't load certain campaigns in adherence preview page
- Negative value in the Adherence report
- Duplicates in activity calendar when 1 was created in schedule day
- Activity Summary Report - No data for all day activities with no underlying shift
- Broken filter shown on Adherence pages
- Schedule month & adherence pages don't load the default filter by default
- Multi edit agents - set weekly min & max hours only saves for the 1st agent
- Adherence (preview) shows In Tolerance directly after Out Of Adherence
- Preview Adherence Activity Report includes logged out activities, causing a display issue
- Lateness (preview) report shows people who have not logged in today as late
- Difficult to change campaign access between read only & write
- Shift names should be unique in the tenant validation
- Deleting an agent that already has a past end date set failed
- Errors on sorting in the agents page
- Add Agent ID column to the Adherence Activity (preview) report export
- Adherence - Incorrect logout processing if a new logout event is received much later than other activities
- Remove agent limit from adherence reports run via API
- Can't see the last agent in scheduling>week
- New file is not loaded in agent file importer after returning to step 1